Associate Director, Incident Command Center

Job Details

Company Description

AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas immunology, oncology, neuroscience, and eye care and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com . Follow @abbvie on X , Facebook , Instagram , YouTube , LinkedIn and Tik Tok .

Job Description

The Associate Director of the Incident Command Center is instrumental in offering strategic leadership and comprehensive oversight of the IT incident management process. This role involves leading IT support services to bolster business operations and objectives while being accountable for the global Incident Command Center (ICC). The role oversees Major Incident Management (MIM) services, a vital IT operation responsible for coordinating cross-functional team efforts to swiftly restore business functions during high-priority IT incidents. The ICC also plays a key role in reducing overall incidents, solving complex operational challenges, and managing IT crisis activities. This position requires collaborative partnerships with technology and functional stakeholders, delivery of comprehensive service solutions to meet business needs, and participation in the development and implementation of strategic roadmaps for the services managed.

Responsibilities

• Full ownership and accountability for ICC/MIM services including all associated strategies, initiatives, programs, systems, and staffing.
• Deliver continuous service improvements such as: reductions in Mean Time to Restore (MTTR), improvements to communications, development of response playbooks, championing monitoring/observability improvements, promoting end-to-end incident ownership, partnering with problem management to identify root cause and implement preventative/corrective action, and making a paradigm shift from a pure reactive service to proactive capabilities including incident detection and prevention.
• Continuously benchmark and research industry best practices and emerging technologies to identify, develop, and implement innovative strategies and services that meet growing business demands for incident management.
• In collaboration with cross-functional teams, enhance incident response capabilities, improve overall service reliability, and strategically explore opportunities to optimize and automate incident response processes.
• Baseline and publish operational service and support metrics. Measure, monitor and maintain a high level of service performance and quality throughout all service offerings.
• Responsible for resource management for all services under the area of responsibility.
• Provides guidance and direction to other professionals, acts in a consulting and/or advisory capacity, coordinates resolution of highly complex problems and tasks, and possesses the ability to meet and operate under deadlines.
• Builds collaborative relationships and communicates effectively with business and technology senior leaders. This includes engaging in strategic discussions, providing clear and actionable insights for project and operational decision-making, and ensuring alignment through transparent and open channels of communication.
• Interacts well with diverse groups within function and maintains strong working relationships with internal and external collaborators.
• Exemplifies the AbbVies Ways of Working and Leadership Attributes showcasing an enterprise mindset and strong people leadership. Manages performance effectively by delivering timely feedback, recognizing and rewarding valuable achievements, nurturing talent, and establishing a succession pipeline. Consistently align and execute AbbVies vision, goals and strategies.

Qualifications

• Bachelor's Degree with 9 years experience; Master's Degree with 8 years experience; PhD with 4 years experience.
• Work experience in the pharmaceutical industry preferred.
• Excellent written and verbal communication skills.
• Experience managing teams with a resource mix of employees, contractors, managed service providers, and virtual/remote resources.
• Proven ability to drive outstanding employee performance and engagement through developing, coaching, motivating, energizing, and inspiring team members.
• Experience in IT support service operation, strategy, planning and implementation. Proven experience with IT support outsourcing and terminology.
• Experience with IT support/operations in a global, multi-sourced environment preferred.
• Demonstrated ability to coordinate cross-functional teams towards task completion.
• Demonstrated expertise in industry-standard IT service management frameworks (e.g., ITIL), especially in Incident Management. Certification in relevant methodologies is preferred.

Additional Information

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state orlocal law:

• The compensation range described below is the range of possible base pay compensation that the Companybelieves ingood faith it will pay for this role at the timeof this posting based on the job grade for this position.Individualcompensation paid within this range will depend on many factors including geographic location, andwemay ultimatelypay more or less than the posted range. This range may be modified in thefuture.
• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick),medical/dental/visioninsurance and 401(k) to eligibleemployees.
• This job is eligible to participate in our short-term incentiveprograms.
• This job is eligible to participate in our long-term incentiveprograms

Note: No amount of payis considered to bewages or compensation until such amount is earned, vested, anddeterminable.The amount and availability of any bonus,commission, incentive, benefits, or any other form ofcompensation and benefitsthat are allocable to a particular employee remains in the Company's sole andabsolutediscretion unless and until paid andmay be modified at the Companys sole and absolute discretion, consistent withapplicable law.

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.

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