Global Operations Center Lead

Ready to join the future of innovation in IT at NXP?Become part of the startup of a dynamic team that is leading NXP on a digital transformation journey. Your role is to be run Global IT Operations Center within our global NXP organization. There is a lot of room for new ideas and innovation, and you will be supported to have a continuous focus on development, coaching and creating a supportive environment for your team.Position SummaryWe are seeking an experienced and proactive Global IT Operations Center Lead to establish, manage, and oversee the operation of a newly created Global Technical Service Desk ,  IT Operations Command Center (Incident, Change, Problem, Configuration Management). This role is pivotal in ensuring the stability, availability, and performance of the organization’s IT infrastructure, applications, and services. The  Lead will define and implement processes best practices, build a high-performing team, and act as the central point of coordination for all operational incidents and events.Key ResponsibilitiesGlobal IT Operations center Leadership which includes Global Technical Service Desk, IT Operations Command Center, Network Operations Center (NOC).This role will be leading the team involved in providing 24x7 Global support to NXP stakeholders across the globe. Command Center Leadership & Setup

• Establish and lead the IT Operations Command Center, defining its structure, processes, and tools.
• Develop and implement policies, procedures, and standards for the ITOC aligned with organizational objectives.
• Collaborate with cross-functional teams to define, deploy and adhere to service-level agreements (SLAs) and operational priorities.
• Design and maintain monitoring and alerting systems to ensure continuous oversight of IT services and infrastructure.

Operational Oversight & Incident Management

• Oversee day-to-day operations, including monitoring, incident detection, triage, escalation, and resolution.
• Lead major incident management, ensuring swift coordination, root cause identification, and communication to stakeholders.
• Proactively analyze trends and performance metrics to prevent incidents and optimize system availability.
• Maintain a 24/7 operational readiness posture for the ITOC team, ensuring continuity of IT services.

Team Management & Development

• Leadership for Global Operations Center
• Recruit, train, and mentor a team of ITOC/ITSM analysts, ensuring they are equipped with the necessary skills and knowledge.
• Develop and execute shift schedules to maintain consistent coverage for all operational hours.
• Foster a culture of collaboration, accountability, and continuous improvement within the ITOC team and the Global Technical Servicedesk.

Communication & Reporting

• Act as the central point of contact during critical incidents, ensuring clear communication to leadership and stakeholders.
• Generate and deliver operational reports and dashboards, summarizing key metrics, trends, and incident resolutions.
• Develop post-incident reviews (PIRs) to identify lessons learned and implement improvements initiatives.

Technology & Process Innovation

• Evaluate and implement tools and technologies to enhance monitoring, automation, and incident management capabilities.
• Drive the adoption of best practices, including ITIL frameworks, to improve operational efficiency.
• Collaborate with IT and business units to align the ITOC’s objectives with organizational goals.

QualificationsEducation & Experience

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 15+ years of experience in IT operations, with at least 5 years in a leadership or command center, Technical service desk role.
• Experience in setting up or transforming Global Technical Service Desk, IT command centers is highly desirable.

Technical Skills

• Strong understanding of IT infrastructure, networks, cloud environments, and application monitoring tools.
• Proficiency in ITIL principles and incident, problem and change management practices.
• Experience with monitoring tools such as Splunk, SolarWinds, Zabbix, or equivalent.
• Familiarity with automation tools and scripting for operational efficiency.

Leadership & Soft Skills

• Excellent leadership, decision-making, and team-building abilities.
• Strong problem-solving skills with a focus on root cause analysis and proactive prevention.
• Analytical abilities, proficient in analyzing data and creating reports.
• Exceptional verbal and written communication and training skills, with the ability to convey technical concepts to non-technical audiences.
• Ability to work under pressure in high-stakes situations with a calm and focused approach.

Preferred Qualifications

• ITIL v4 Certification or similar operational management certifications.
• Experience in Agile or DevOps environments.

• Knowledge of cybersecurity operations and principles.
• Work experience in a large enterprise environment.

Work Environment

• This position requires availability for an on-call rotation to handle critical incidents during off-hours.
• May require occasional travel to other locations or data centers.

Join us to lead the creation of a cutting-edge IT Operations Command Center and play a pivotal role in driving operational excellence across the organization.

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