Associate Director, Incident Command Center

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.

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 AbbVie’s 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 AbbVie’s vision, goals and strategies. 

• 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.

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

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.​

• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.​

• This job is eligible to participate in our short-term incentive programs. ​

• This job is eligible to participate in our long-term incentive programs​

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Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law. ​

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives, serving our community and embracing diversity and inclusion.  It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html 

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

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