Associate Director, Incident Command Center

Company Description

AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on X, Facebook, Instagram, YouTube, LinkedIn and Tik Tok.

Job Description

The Associate Director of the Incident Command Center is instrumental in offering strategic leadership and comprehensive oversight of the IT incident management process. This role involves leading IT support services to bolster business operations and objectives while being accountable for the global Incident Command Center (ICC). The role oversees Major Incident Management (MIM) services, a vital IT operation responsible for coordinating cross-functional team efforts to swiftly restore business functions during high-priority IT incidents. The ICC also plays a key role in reducing overall incidents, solving complex operational challenges, and managing IT crisis activities. This position requires collaborative partnerships with technology and functional stakeholders, delivery of comprehensive service solutions to meet business needs, and participation in the development and implementation of strategic roadmaps for the services managed.

Responsibilities

•  Full ownership and accountability for ICC/MIM services including all associated strategies, initiatives, programs, systems, and staffing.
• Deliver continuous service improvements such as: reductions in Mean Time to Restore (MTTR), improvements to communications, development of response playbooks, championing monitoring/observability improvements, promoting end-to-end incident ownership, partnering with problem management to identify root cause and implement preventative/corrective action, and making a paradigm shift from a pure reactive service to proactive capabilities including incident detection and prevention.
• Continuously benchmark and research industry best practices and emerging technologies to identify, develop, and implement innovative strateg