Leadership and Strategy:

• Lead and manage the global DOC team, ensuring alignment with the company's overall technology strategy and operational goals.

• Develop and implement strategic initiatives to enhance the effectiveness, efficiency, and scalability of the DOC operations.

• Foster a culture of excellence, continuous improvement, and proactive problem-solving within the DOC team.

Operational Oversight:

• Ensure the DOC provides 24/7 monitoring and incident management for all technology environments, including product platforms, IT infrastructure, and cybersecurity.

• Oversee the development and refinement of monitoring tools, dashboards, and protocols to enhance early incident detection and response capabilities.

• Manage the operational execution of the "Follow the Sun" model, ensuring smooth handovers and consistent service levels across all locations.

Incident Management and Escalation:

• Serve as the senior escalation point for critical incidents, guiding the DOC team in assessing and escalating complex issues.

• Coordinate with Site Reliability Engineering (SRE), IT, and other relevant teams to ensure timely and effective incident resolution.

• Lead post-incident reviews, driving the development of corrective actions and preventive measures to avoid future incidents.

Stakeholder Communication:

• Maintain clear and effective communication with senior leadership and other stakeholders regarding ongoing incidents, their impact, and resolution timelines.

• Provide regular updates on the performance and effectiveness of the DOC, highlighting key metrics, trends, and areas for improvement.

Team Development:

• Recruit, train, and develop DOC staff, ensuring they have the skills and knowledge needed to perform effectively in a high-pressure environment.

• Implement ongoing training programs to keep the team updated on the latest technologies, tools, and incident management practices.

Budget and Resource Management:

• Manage the DOC's budget, ensuring the efficient allocation of resources to meet operational needs.

• Evaluate and recommend investments in new tools, technologies, and personnel to enhance the DOC's capabilities.

Continuous Improvement:

• Lead initiatives to continuously improve DOC operations, including the refinement of monitoring dashboards, incident management processes, and communication protocols.

• Collaborate with engineering and IT teams to provide feedback on system performance, usability, and opportunities for enhancement.

Experience:

• Minimum of 10+ years of experience in technology operations, including 5+ years in a leadership role overseeing Network Operations Centers (NOC), Security Operations Centers (SOC), Incident Management Operations Center (IMOC), or similar environments.

• Proven track record of managing 24/7 operations in a global, high-availability environment.

Technical Expertise:

• Deep understanding of IT infrastructure, including networks, servers, cloud platforms, email systems, VPNs, and cybersecurity.

• Experience with monitoring tools, Common Operating Picture (COP) platforms, and emergency notification systems.

• Familiarity with Site Reliability Engineering (SRE) principles and practices.

Leadership Skills:

• Strong leadership and team management skills, with a focus on fostering a collaborative, high-performance culture.

• Excellent decision-making and problem-solving abilities, particularly in high-pressure situations.

Communication:

• Exceptional verbal and written communication skills, with the ability to effectively communicate with technical and non-technical stakeholders at all levels of the organization.

• Experience in crisis management and the ability to lead a team through complex, fast-moving situations.

Education:

• Bachelor's degree in Information Technology, Computer Science, or a related field is required; a Master’s degree or relevant certifications (e.g., ITIL, PMP) is a plus.