DIRECTOR, GLOBAL COMMAND CENTER LEAD

Digital is at the core of how Pfizer delivers Breakthroughs That Change Patient’s Lives. Advanced technologies that accelerate research, development, manufacturing, and patient access to therapies are all made possible by the infrastructures that enable our Digital landscape.

The IT Operations and Global Command Center organization delivers excellence in the pursuit of those breakthroughs through industry-leading infrastructure operations performance. We strive to revolutionize service dependability by applying advanced analytics to drive predictive detection and interventions. We place data at the heart of what we do and apply a relentless focus on continuous improvement to enable Pfizer’s business processes and patient outcomes. The Global Command Center (GCC) is at the heart of this mission. A global, follow-the-sun team, GCC provides 24x7 predictive monitoring and major incident management services. GCC operates across all Digital functions at Pfizer and supports all business units.

As Director, Global Command Center Lead, you will develop and execute the strategic vision and operational roadmap for the Global Command Center, aligning with organizational objectives and IT service management goals. You will lead a global team of Situation Analysts and Managers, ensuring alignment, collaboration, and high performance across all shifts. You will lead the response to major enterprise IT events, interfacing with a broad range of stakeholders both within Digital and beyond. This role will drive the evolution of GCC to a proactive and predictive function, using advanced analytics to identify and act upon IT risks before they become business interruptions.

ROLE RESPONSIBILITIES

• Oversee the end-to-end management of major incidents impacting critical digital services, ensuring rapid detection, triage, escalation, and resolution of issues.

• Ensure 24/7 proactive and predictive monitoring of global Infrastructure, applications, and services utilizing Digital Command One’s (DC1), GCC’s predictive analytics platform.

• Lead and mentor a high-performing team, fostering a culture of accountability, continuous learning, and operational excellence.

• Drive a Predictive Operations focus at GCC, where emphasis is placed on identifying and taking action to mitigate potential outages before they become business interruptions.

• Develop and maintain metrics to measure the effectiveness of GCC, with particular focus on increasing proactive and predictive actions. Regularly report on operational performance, incident trends, and improvement initiatives.

• Drive continuous improvement of command center processes, leveraging automation and GenAI technology to enhance incident detection and response.

• Drive the Major Incident Retrospective (MIR) process with our Service Providers to identify root causes and implement corrective actions to prevent future incidents.

• Establish and maintain best practices for incident and problem management, ensuring consistency, efficiency, and quality across all global operations. Partner with Infrastructure Operations teams to ensure Site Reliability Engineering principles are applied to the operation of GCC.

• Ensure GCC team is appropriately staffed in both colleague and contingent worker terms, maximizing coverage and capacity in the most cost-effective manner possible.  

• Through regular tests and simulations, ensure GCC is always prepared to effectively respond to major disasters such as a global security breach, unavailability of critical Digital services, etc.

• Demonstrated ability to work in an agile work environment possessing qualities such as a collaborative mindset, adaptability to change, and a proactive problem-solving approach.

BASIC QUALIFICATIONS

• Bachelor’s degree in computer science, Information technology or a related field, or equivalent practical experience.

• 10+ years of experience in IT Operations, Security management, or command center roles, including 5+ years in a leadership position.

• Strong understanding of IT service management (ITSM) process and best practices.

• As driving continuous improvement efforts is a core focus for this role, must have a proven track record of improving processes, workflows and technologies to deliver better business outcomes.

• Keen data literacy, skilled at aggregating multiple data sources to drive insights and actions.

• Proven experience managing 24/7 global operations in a high-availability environment. Demonstrated ability to provide leadership in high-pressure situations.

• Excellent leadership and team management skills, with a track record of building and developing high-performing teams.

• Embraces accountability and exhibits an ownership demeanor. Includes the ability to effectively lead others more senior than them, and not directly on the same team.

• Strong communication and stakeholder management skills, capable of working effectively with senior leadership and cross-functional teams.

PREFERRED QUALIFICATIONS

• Knowledge of Site Reliability Engineering principles and practices.

• Experience in working with ServiceNow, particularly ITOM functions.

• Exposure to Six Sigma or other continuous improvement frameworks.

 
Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

Pfizer Digital is a global organization with team members spread across multiple geographies. Some flexibility in work hours to connect with colleagues in different time zones may be occasionally required.

Work Location Assignment: Hybrid

Last Date to Apply for Job: 10/28/2024

The annual base salary for this position ranges from $161,600.00 to $269,400.00.* In addition, this position is eligible for participation in Pfizer’s Global Performance Plan with a bonus target of 20.0% of the base salary and eligibility to participate in our share based long term incentive program. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life’s moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site – U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided does not apply to Tampa, FL or any location outside of the United States.

* The annual base salary for this position in Tampa, FL ranges from $145,400.00 to $242,400.00.

Relocation assistance may be available based on business needs and/or eligibility.

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