Major Incident Management

• Take ownership, lead and coordinate major incident response efforts, acting as the central point of contact during critical outages.
• Drive investigation activities, facilitate communication, and ensure rapid resolution or workaround implementation for severe IT incidents.
• Collaborate with cross-functional teams, including engineering, IT, and third-party vendors, to resolve complex issues and restore services promptly.

Team Management & Leadership

• Lead, mentor, and develop a team of Technical Operations Center specialists, fostering a culture of accountability, collaboration, and continuous improvement.
• Manage the engagement, performance, and development of direct reports, including hiring, training, and scheduling work assignments.
• Provide guidance and support to the team, ensuring high-quality service delivery and adherence to operational standards.
• Establish and sustain standards of performance across all shifts, promoting a positive and productive work environment.

Effective Handoffs & Global Coordination

• Facilitate seamless and effective handoffs between shift teams in a "Follow the Sun" model, ensuring continuity of operations and clear communication of critical information.
• Define clear handover protocols and procedures, ensuring all essential information categories are covered during every transition.
• Ensure that all relevant information, including ongoing tasks, issues, and special instructions, is accurately and concisely conveyed to the incoming shift.

Skills/Abilities

• Deep technical knowledge in infrastructure operations
• Ability to assess faults, prioritize, respond and escalate accordingly
• Effective time management and ability to prioritize multiple responsibilities
• Willingness to learn and develop new skills
• Ability to work on own initiative and actively seeks ways of improving existing systems & processes
• Customer service driven/focused with a proactive and positive can-do approach. Demonstrates commitment to organization's policy framework and practices continuous improvement.
• Ability and experience operating confidently and calmly in an emergency response environment with flexibility and strong execution

Experience

• A minimum of twelve years of experience in the computer industry with at least six years directly working in an IT management position with similar responsibilities. Core competency in technical operations center management is required including a proven leadership ability with a track record of influencing positive change.
• Thorough knowledge of IT operations, information technology best practices, and industry trends.
• Professional ITIL based problem-solving approach that includes root cause analysis, corrective action, and buy-in
• Proven experience in supporting mission critical infrastructure and applications on a global scale
• Proven ability to work effectively within and across diverse global teams, developing and maintaining collaborative relationships.
• International experience is beneficial. Additional languages are a plus.

Education

• BA or BS degree in an IT related field or an equivalent combination of formal education and applicable experience required
• Industry standard IT certifications
• ITIL Certification strongly desired.

Just So You Know…

The company presents this job description as a guide to the major areas and duties for which the jobholder is accountable. However, the business operates in an environment that demands change and the jobholder's specific responsibilities and activities will vary and develop. Therefore, the job description should be seen as indicative and not as a permanent, definitive, and exhaustive statement.

Job Category

Universal Music Group