Director responsible for global critical situation management and customer success at Proofpoint. Handling urgent customer escalations and driving operational excellence in cybersecurity support.
About the role
- Senior Director of IT Production Support responsible for defining strategic vision and operational excellence. Collaborating with teams to drive improvements and ensure systems align with business goals.
Responsibilities
- Define and execute the long-term vision for Level 2 application and operational support, ensuring alignment with overall company strategy and business goals.
- Establish and communicate strategic and operational initiatives that support divisional objectives.
- Provide strategic oversight for all L2 application and operational support activities, driving reliability, accuracy, and efficiency across business systems and applications.
- Develop and enforce critical KPIs, service level agreements (SLAs), and performance standards for the L1/L2 operational support organization.
- Own release, deployment, incident, problem, and change management for all business applications, ensuring seamless execution and minimal disruption.
- Partner with infrastructure, database, and monitoring teams to ensure end-to-end application stability
- Serve as the escalation point for L2 and L3 application issues, aligning infrastructure and application teams during outages for rapid resolution.
- Manage strategic relationships with third-party vendors and service providers to optimize support operations.
- Balance and prioritize competing system demands by collaborating with multiple departments, ensuring business needs are met efficiently and effectively.
- Champion best practices and process improvements, leveraging frameworks such as ITIL and SDLC, and applying cost-benefit analyses to all initiatives.
- Drive root cause analysis (RCA) and ensure permanent solutions are implemented to minimize downtime and enhance system stability.
- Own and maintain application support runbooks, knowledge base, and Standard Operating Procedures (SOPs).
- Plan and manage budgets, resource allocation, and cost-control measures to maximize efficiency and address current and future needs.
- Lead staffing, development, performance evaluations, and career planning for the department, fostering a culture of innovation, growth, and accountability.
- Create and implement staff training plans and career pathways to build a high-performing support organization.
- Monitor and report on application performance, KPIs, and SLA adherence, ensuring transparency and accountability in support operations.
- Proactively expand knowledge and seek best practices in the area of responsibility to maintain a competitive edge.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- A Master's degree is highly preferred.
- A minimum of 10–15 years of progressive experience in application support, with at least 8 years in a senior leadership role overseeing a large-scale or global team.
- Exceptional leadership and people management skills, with a proven ability to lead multi-level, multi-faceted teams and influence across organizational boundaries.
- Exceptional communicator with advanced verbal, written, and presentation skills; able to translate complex technical information for diverse audiences, including executives and business partners.
- Deep understanding of IT service management (ITSM) and project management frameworks like ITIL, as well as modern software development lifecycle (SDLC) methodologies.
- Strong strategic planning, financial management, and analytical skills, with the ability to connect support operations to overall business outcomes.
Benefits
- Competitive Pay
- Bonus for Eligible Employees
- Benefits Package
- Pension Plan
- 401k Match
- Employee Stock Purchase Plan
- Tuition Reimbursement
- Disability Insurance
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Employee Discounts
- Career Training & Development Opportunities
- Health and Work/Life Balance Benefits
- Paid Time Off starting at 160 hours annually for employees in their first year of service.
- Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).
- Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars
- Parental Leave – fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.
- Adoption Assistance
- Employee Assistance Program
- College Coach Program
- Back-Up Care Program
- PTO for Volunteer Hours
- Employee Matching Gifts Program
- Employee Resource Groups
- Inclusion and Diversity Programs
- Employee Recognition Program
- Referral Bonus Programs
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