GIO Recovery Operations Director

Merck & Co., Inc. Kenilworth, N.J., U.S.A. known as Merck in the United States and Canada, is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products. The difference between potential and achievement lies in the spark that fuels innovation and inventiveness; this is the space where Merck has codified its legacy for over a century. Merck’s success is backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.
 
We are in the process of modernizing our backup capability, improving the monitoring of the end to end backup processes, and selecting technology to automate the DR testing services. These new capabilities are to enhance the backup and recovery solutions to make it easier verify that backups are available and usable to conduct a recovery. It is our goal to backup and recovery service that can scale without limits.

We are seeking to have a Director of Global Information Technology Recovery Services. The person in this position is responsible for managing and ensuring that system and infrastructure resources supporting Merck’s Backup environment and Disaster Recovery (DR) operations are current and meet our defined recovery period and recovery time objectives. We are looking for someone to not only maintain the existing Backup and DR programs, but to scale, mature, and develop these to enhance resilience and improve confidence of the business of ability to recover in the event of an operational failure or a disaster. The Director must manage across each function but also have the ability to dive deep into any given function as needed.

This person in this role is responsible for managing the operational recovery services teams in support of the Global Disaster Recovery program to ensure disaster recovery plans are current, infrastructure services are available and annual testing completed to ensure IT disaster recovery services meet the required service levels. The Director develops the methodologies for managing DR in consideration of business availability requirements, emerging technologies (including public cloud solutions), and total cost of ownership. The Director is responsible for the planning, conduct and reporting of the execution of annual DR testing and Recovery Testing for all in scope critical Information Technology systems domestically and internationally in collaboration with other IT and business organizations. 

The Director is also responsible for assuring the day to day operations of the backup systems that protect our data. The operational activities include day-to-day monitoring, maintenance and support, and reporting of the end to end backup process and the infrastructure supporting the backup processes. Backups run to protect our data that is located on-premise in our Global and Regional Data Centers located in Charlotte, Kenilworth, Brussels, Singapore and Japan and in more than 50 local computer rooms in either plant, lab or office locations and located off-premise at public cloud provider such as AWS. 

The Director is responsible for managing a global organization and relationships with our managed service providers to ensure services are delivered at expected service levels. The position interacts across multiple levels of the IT organization, provides oversight and leadership across the three Merck IT Hubs (Branchburg, NJ, Prague, Czech Republic, and Singapore), communicates the health of service to stake-holders, and drives continuous service improvements and efficiencies. The position requires proven leadership ability in a complex, global, and cross-divisional team situation.

The Director partners and collaborates with other organizations to perform his/her duties. Specifically, the Director partners with Infrastructure Engineering and Infrastructure Operations in the deployment of Backup and DR technologies for a diverse business landscape and the provisioning and oversight of DR systems/infrastructure. The Director also collaborates with other Information Technology organizations who develop systems and provide risk and security management oversight.

Primary Responsibilities include the following:
  • Serve as the primary point of interaction with strategy, engineering, operations, facilities, and service management for backup and recovery operation services.
  • Provide day-to-day leadership and direction for in-house staff for the safe and reliable operations support of the backup and disaster recovery planning and testing.
  • Continually reviews, develops, and implements processes and procedures that meet security and compliance standards for backup and recovery
  • Act as primary escalation point for critical issues within defined towers of responsibility for backup and recovery.
  • Recruit, develop and retain staff as well as maintains effective relationships with service providers.
  • Provide support in the oversight of 2nd and 3rd level operations support for the department on a 24x7 basis, with on-call support during off-hours for initial response to disruptions, outages and incidents.
  • Provide oversight to all ITIL processes delivered by partners in a managed services contract framework.
  • Negotiate with service providers regarding contract issues, new services and changes.
  • Facilitate governance meetings and drive work with service providers.
  • Interface with financial management to manage budgets and portfolio planning activities.
  • Identify opportunities to improve services and engage other support organizations to create or modify processes to meet identified needs.
  • Assist with the implementation and evangelization of cyber security best practices
  • Ability to collaborate on projects with internal Merck technical areas, shared services, Divisional IT, as well as external partners and vendors.
  • Oversee the safety, security, availability, quality, and performance of the team, while driving a positive customer experience across multiple shift schedules
  • Strategic planning and forecasting; manage team and individual performance; delivering performance reviews, and address staffing needs
  • Carry out supervisory responsibilities in accordance with the organization’s policies and procedures
  • Mentor, train and develop career progression for direct reports and members of the organization
  • Obsess over team learning and development, both from a technical/functional and soft skills (critical thinking, emotional intelligence, and adaptability) development perspective


 

Education Minimum Requirement:
  • Bachelor’s degree / Master’s degree in computer science, information technology, management information systems, engineering or related discipline
Required Experience and Skills:
  • Minimum of five years of IT leadership experience working in a diverse global environment in an engineering, service management or operations role.
  • Minimum of 5 years' hands-on technical experience building and supporting many of the following services and technologies:
  • Extensive experience leading backup and recovery operational teams inclusive of scope, scheduling, budgeting, and project planning in an environment with aggressive delivery goals
  • Expertise with vendor management, negotiation and oversight of vendor resources
  • Experience transforming teams through technology, organization, culture, process, and business change management
  • Manage staff, including employees and non-employees.
  • Strong understanding of IT infrastructure components, including compute, storage and backup technologies with emphasis on Commvault, Oracle Enterprise Manager and Tivoli Service Manager.
  • Knowledge and experience with disaster recovery planning, testing and verification, with emphasis on data centers and local computer rooms
  • Strong knowledge and practical experience applying ITIL framework in IT operations, IT service continuity and disaster recovery environments.
  • Knowledge of ITIL processes and System Development Lifecycle (SDLC).
  • Provide hands-on project management for strategic department-wide initiatives, inclusive of technology selection, effort, timeline, cost, resource allocation, system engineering, RFP/SOW creation, vendor selection/management, solution delivery, and implementation
  • Ability to decompose large initiatives into constituent projects and executable technology delivery goals
  • Demonstrated experience of managing IT operations and outsourcing contracts.
  • Possesses strong strategic and tactical skills as well as excellent written and oral communication skills.
  • Strong expertise in project management skills with proven ability to work with competing resources, budget limitations, and strong conflict management skills.
  • Strong business acumen with ability to work and communicate with all levels of the organization.
  • Must be able to work with individuals at all levels and demonstrate a level of professionalism that instills confidence and inspires trust.
  • Strong collaboration, presentation, influencing and negotiation skills demonstrated by being assertive while also showing a cooperative spirit while delivering results with a high degree of client focus.
  • Strong team-building skills and team facilitation skills that include bringing people together from various disciplines, experience, geographies and levels to work together towards a common goal.
  • Demonstrated ability to effectively identify and resolve problems in high visibility, high stress situations.
Preferred Experience and Skills:
  • Broad knowledge of technology standards. This includes application development environments, middle ware components, infrastructure, and security.
  • Ability to discover, analyze, and certify the alignment of business recovery requirements (RTO/RPO) with IT recovery capabilities to ensure resource allocation and plan viability
  • Deep knowledge of critical backup technology components.
  • Ability to deliver cost/benefit analysis across multiple solution options.
  • Analyzes situations and clearly articulate problems and opportunities.
  • Must be able to work independently and enable/facilitate productive meetings.
  • Technical thought-leadership and the ability to learn a lot of new technologies over short periods of time.
  • Ability to lead a cross-functional team of internal, matrixed, and external professionals.
  • Prior experience in driving transformation change and working in matrix organization.
Your role at Merck is integral to helping the world meet new breakthroughs that affect generations to come, and we’re counting on your skills and inventiveness to help make meaningful contributions to global medical advancement. At Merck, we’re inventing for life. 

If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to staffingaadar@merck.com.
  
Search Firm Representatives Please Read Carefully: 
Merck & Co., Inc. is not accepting unsolicited assistance from search firms for this employment opportunity.  Please, no phone calls or emails.  All resumes submitted by search firms to any employee at Merck via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Merck.  No fee will be paid in the event the candidate is hired by Merck as a result of the referral or through other means.
 
For more information about personal rights under Equal Employment Opportunity, visit:
 
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Merck is an equal opportunity employer, Minority/Female/Disability/Veteran – proudly embracing diversity in all of it’s manifestations.
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GIO Recovery Operations Director

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