Head of Global Network Operations

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.  We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.  Join our dynamic team and make your mark on the payments technology landscape of tomorrow. 

• Strategic Planning and Continuous Improvement

  • Lead strategic initiatives to improve service efficiency, reliability, and scalability, adapting to changing technologies and business requirements.

  • Collaborate with engineering and IT teams to drive the design and implementation of advanced monitoring tools and automation systems.

  • Assess and manage operational risks, ensuring business continuity plans are regularly updated and tested.

  • Stay informed of industry trends, emerging technologies, and best practices to ensure the company remains at the forefront of network operations.

• Leadership 

  • Plan and manage a department budget of $15M that aligns to the overall strategic vision and optimizes the use of resources and talent allocation

  • Lead and empower the GNOC leadership team across multiple global locations to ensure they  drive consistent and coordinated IT services monitoring and support.

  • Mentor senior GNOC staff, fostering a culture of collaboration, accountability, and high performance that encourages diverse perspectives.

  • Serves as the M&A deal lead guiding the team from due diligence through implementation

  • Develop and implement strategies for optimizing GNOC efficiency and effectiveness across all locations.

  • Ensure there is 24/7/365 operational oversight, with a strong focus on service uptime, reliability and availability.

• Reporting and Communication

  • Provide regular and ad-hoc reports to senior leadership and the executive team, detailing service performance, incident resolution, and operational metrics.

  • Present operational updates, key performance indicators (KPIs), and improvement initiatives to the executive leadership team.

  • Serve as the key point of contact for critical availability events, maintaining clear and effective communication during incidents and crisis situations.

• Global Network Infrastructure Oversight

  • Ensure the availability, security, and performance of the global IT and service infrastructure, including data centers, cloud services, and all network assets.

  • Collaborate closely with cross-functional teams (engineering, IT security, cloud operations, etc) to ensure the service architecture aligns with business goals and compliance requirements.

  • Manage relationships with external vendors and service providers to ensure optimal performance of third-party network services and equipment.

• Incident Management

  • Oversee the detection, escalation, and resolution of critical incidents to minimize downtime and service interruptions.

  • Establish and maintain standardized incident management processes, ensuring rapid and efficient response to service outages, performance issues, and security threats.

  • Lead root cause analysis and post-incident reviews to drive continuous improvement in service stability and operations.

• Other duties as assigned.

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience

• 10+ years of experience in network operations or IT infrastructure management, with at least 5 years in a senior leadership role.

• Proven experience managing global network operations, including GNOCs or similar 24/7 operational environments.

• Some domestic and international travel will be required.

• Prior experience in financial services