Director, IT job opportunity at MongoDB.

Home Jobs In United States Of America Tag: Management Director, IT position at MongoDB


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MongoDB Director, IT
Experience: 8-years
Pattern: full-time
Country:
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Management

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degreeBachelor's (B.Sc.)
loacation New York City; San Francisco, United States Of America
loacation New York City;..........United States Of America

We are seeking a dynamic and innovative #Director of Global Support to lead our global support team within the Global Enterprise #Technology (GET) department. This role is critical in ensuring seamless and efficient support operations, enhancing user experience, and driving continuous improvement across our global enterprise. The Director of Global Support will oversee the Triage team, L2 support, and AV&C, while collaborating closely with the Senior Director of GET and pillar leaders. __ Responsibilities __ #Leadership and #Management: __ Lead and manage globally distributed teams, including Triage team, L2 support, and AV&C teams, ensuring high performance and alignment with GET objectives Motivate and inspire team members, fostering a culture of innovation, collaboration, and data-driven decision-making Work closely with the Senior Director of GET and pillar leaders (Asset Management, GET Engineering) to align support strategies with overall GET goals Continually develop, evaluate, and provide effective training and development programs for the Global Support team to improve technical skillsets and customer service skills __ Strategic Planning and Innovation: __ Develop and implement strategic plans to optimize global support operations, enhance user experience, and improve service delivery __ Identify and implement innovative solutions to automate processes, improve workflows, and enhance support capabilities using shift-left principles __ Continuous improvement mindset; proactively evaluate and enhance support processes to ensure efficiency and effectiveness __ ITIL Best Practices and Incident Management: __ Collaborate with the Operations Senior Manager and GET Engineering to implement and enforce ITIL best practices related to incident management, change management, problem management, and continuous improvement __ Ensure timely and effective resolution of incidents and problems, minimizing impact on business operations __ Metrics and Reporting: __ Develop and implement team-specific metrics and KPIs to complement the Standardized TechOps Reporting Metrics (STORM) __ Utilize data to analyze performance, identify trends, and drive improvements in support services __ Provide regular reports and insights to senior leadership on support performance and initiatives __ Budget Management: __ Work closely with the Senior Director of GET and the Asset Management Senior Manager to manage the global support budget effectively __ Ensure optimal allocation of resources and demonstrate a strong return on investment for support activities __ Security, #Compliance, & Risk Management: __ Ensure IT support operations adhere to global security standards and data privacy regulations (ie SOC2, GDPR, ISO27001) __ Collaborate with the InfoSec team to implement and support security measures to improve IT’s security posture

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