Technology Risk Management Offshore Operations Coordinator

POSITION RESPONSIBILITIES

Coordinate and Oversee ZICC TRM Support Resources as follows:

• Manage shift rosters to ensure the right resources with the right skills are available at the right times. This includes tracking vacation schedules, managing time-off requests, coordinating on-call coverage, and ensuring escalation paths are kept current.

• Oversee knowledge management, monitoring Service Level Agreements (SLAs), queue management, incident management, change management, end-user communications, and team issue resolution.

• Ensure all staff receive proper training and maintain relevant technical certifications.

• Compiling, submitting, and posting key performance metrics to track team performance and operational effectiveness.

• Identify opportunities for process improvements through automation and self-service tools, fostering a culture of continuous improvement.

• Coordinate dotted-line relationships between ZICC support resources, relevant service leads (both onshore and offshore), and technical subject matter experts (SMEs) to ensure consistent direction, collaboration, and alignment.

• Work closely with ZICC leadership, TRM leadership, and other ZTD stakeholders to gather support requirements, report performance metrics, and ensure alignment with organizational goals.

ORGANIZATIONAL RELATIONSHIPS

• Take direction from US-Based CISO and heads of TRM services

• Close interaction with the US-based TRM team and leads from InfoSec, IDAM, Cloud/App Security, Insider Risk, etc… groups

• Part of global Technology Risk Management organization, reporting to CISO

• Interacting with ZTD Infrastructure teams, especially IT Service Desk & Site Services, Global Network Services and Digital Workplace Services teams.

RESOURCES MANAGED  

• Financial Accountability
• This role does not have responsibility for any operational budget.
• Supervision
• Approximately 20-25 ZICC colleague members of the IDAM team.

EDUCATION AND EXPERIENCE

• University Degree in Computer Science/ Information Systems/Business Administration or science related field is required

Experience:

• Minimum 10 years of experience in IT operations, IT service management, technology risk management, cybersecurity, or a related field, with at least 3+ years in a leadership or managerial role.

• 5+ years of experience in pharmaceutical or other regulated industry, especially Animal Health

• 5+ years of working as part of a global team, providing round-the-clock and follow-the-sun coverage

• Experience supporting highly available business critical services with maximum uptime requirements

• Proven experience managing offshore teams in a support or operational environment, preferably within a global organization.

• Strong understanding of IT service management (ITSM) processes, including incident management, change management, and service level agreements (SLAs).

• Experience in coordinating 24x7 and 16x5 support coverage and managing shift-based teams.

• Familiarity with key TRM functions, including Information Security (InfoSec), Identity, Directory & Access Management (IDAM), Cloud Security, and Insider Risk Management.

• Experience working with support analysts, technical subject matter experts (SMEs) and service leads (onshore and offshore) to ensure operational alignment and efficiency.

• Strong organizational skills with respect to task tracking and delegation

• Demonstrated ability to drive process improvements, automation, and self-service solutions to enhance efficiency and reduce manual workload.

• Strong leadership, communication, and stakeholder management skills, with the ability to work across global teams.

• Familiarity with knowledge management practices, including documentation, training, and performance metrics tracking.

• Proficiency with ITSM tools (e.g., ServiceNow, Jira) and collaboration platforms (e.g., Confluence, Microsoft Teams).

TECHNICAL SKILLS REQUIREMENTS

• This is a non-technical, coordinator role overseeing a team of support specialists. However, the ideal candidate will possess a high level, functional understanding of the following service areas:

• InfoSec/SOC
• Vulnerability Management
• Threat Intelligence
• Operational Technology
• Data Loss Prevention
• IDAM
• Identity Governance & Administration (IGA)
• Enterprise & Cloud Directories
• Multi-Factor Authentication (MFA)
• Public Key Infrastructure (PKI)
• Digital Certificates & Encryption
• Privileged Access Management (PAM)
• Customer Identity & Access Management (CIAM)
• Insider Risk
• Cloud and Application Security
• • Must be fluent in both written and oral English, with the ability to communicate effectively across technical and non-technical audiences.

PHYSICAL POSITION REQUIREMENTS

Availability to work between 1pm IST to 10pm IST hours (minimum 3 hours of daily overlap with US ET Time zone)