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.

• 8+ 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 d