GCC Lead

HARMAN’s engineers and designers are creative, purposeful and agile. As part of this team, you’ll combine your technical expertise with innovative ideas to help drive cutting-edge solutions in the car, enterprise and connected ecosystem. Every day, you will push the boundaries of creative design, and HARMAN is committed to providing you with the opportunities, innovative technologies and resources to build a successful career.

A Career at HARMAN

As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you’ll discover that at HARMAN you can grow, make a difference and be proud of the work you do everyday.

The goal of the Global Command Center (GCC) is to ensure maximum possible service availability through proactive/reactive event detection, technical resource engagement, and issue remediation Through partnerships with technical and application sustain teams, the GCC functions as the 24x7 nerve center for our company's physical and technical environments, observing and responding to monitoring events and customer requests.

The Global Command Center Manager oversees the operational activities and services provided by the GCC to ensure they are delivered in an effective, efficient, and professional manner, while pursuing operational excellence and maintaining a transformational vision.

A key service that the GCC provides is Incident Management across the company Enterprise ensuring that the company Business continues to operate non-stop, restoring services as quickly as possible to minimize impact.

Responsibilities:

Knowledge & hands on experience in handling GCC.

Manage the delivery of all services and operational activities provided within the GCC.

Manage and maintain all documentation owned by the GCC.

Ability to Prioritize GCC tasks and responsibilities, and efficiently manage workloads.

Prioritize all incidents based on impact and urgency, as well as assessing resources and cacity.

Act as the single point of contact for the business for the overall management of all incidents raised.

Identification and classification of incidents based on customer and operational impact.

Raising the necessary incidents within the IT Service Management Tool.

Maintaining the queues effectively and ensuring all information is accurate and of a high quality.

Define and send communication updates of all incidents until incident resolution.

Proactive co-ordination of incidents through to resolution and recovery.

Generation of daily, weekly and monthly reporting as defined.

Initiate the Major Incident process if and when required.

Apply the escalation process when required to ensure focus on high severity incidents.

Leveraging technology to issue all communications and providing key stakeholder management

Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls

Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed

Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution

Being accountable for resolving the outage via workaround or permanent fix.

Ensuring all administration and reports are maintained and up to date, including contacts information, technical diagrams, post major incident reviews.

Supporting and nurturing process improvements and knowledge base improvements.

Continually maintaining and developing tools and resources to manage major incidents effectively.

Providing periodic major incident metrics reports.

Skills:

Knowledge & hands on experience in handling GCC.

IT infrastructure and Major Incident background;

IT Service Management Tool;

Must have experience working within a 24x7 complex, high pressured environment;

Good awareness of Quality Standards and Service Level Agreements and their application;

Team leadership/Management experience.

HARMAN is an Equal Opportunity /Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race,color, religion, sex, sexual orientation, gender identity, national origin,disability or Protected Veterans status. HARMAN offers a great work environment, challenging career opportunities, professional training and competitive compensation. (www.harman.com)