POSITION SUMMARY
Zoetis, Inc. is the world's largest producer of medicine and vaccinations for pets and livestock.
Join us at Zoetis India Capability Center (ZICC) in Hyderabad, where innovation meets excellence. As part of the world's leading animal healthcare company, ZICC is at the forefront of driving transformative advancements and applying technology to solve the most complex problems. Our mission is to ensure sustainable growth and maintain a competitive edge for Zoetis globally by leveraging the exceptional talent in India.
At ZICC, you'll be part of a dynamic team that partners with colleagues worldwide, embodying the true spirit of One Zoetis. Together, we ensure seamless integration and collaboration, fostering an environment where your contributions can make a real impact. Be a part of our journey to pioneer innovation and drive the future of animal healthcare.
At ZICC, we are looking for a detail-oriented and proactive Coordinator to manage shift rosters for a team of 25+ members supporting 24x7 and 16x5 operations. The ZICC TRM Operations Coordinator is responsible for coordinating a team of 25+ support analysts within our Technology Risk Management (TRM) function at ZICC.
The coordinator will be instrumental in ensuring seamless team coordination, tracking periodic activities, overseeing transition progress, generating SLA reports, and maintaining SLA dashboards for leadership review and decision-making. The role requires close collaboration and taking guidance from program leads at ZICC to align operational activities with program goals and ensure the right resources are available to support InfoSec/SOC (24x7) and IDAM (16x5) coverage.
This role is crucial in ensuring seamless operations across core TRM areas, including Information Security (InfoSec), Security Operations Center (SOC), Identity, Directory & Access Management (IDAM), Cloud & Application Security, and Insider Risk/Data Protection. The candidate will work closely with both within the ZICC and the larger global technology organization to ensure round-the-clock support needs are met.
POSITION RESPONSIBILITIES
RESOURCE SHIFT MANAGEMENT
- Create, maintain, and optimize shift rosters for a 25+ member team supporting 24x7 and 16x5 service models. This includes tracking vacation schedules, managing time-off requests, coordinating On-Call coverage, and ensuring escalation paths are kept current.
- Coordinate daily team activities to ensure complete shift coverage and adherence to schedules.
- Manage transition progress and facilitate smooth handovers between shifts and teams.
- Maintain comprehensive records of attendance, leaves, shift swaps, and escalations.
- Implement and suggest process improvements for shift management and reporting workflows.
REPORTING
- Track and monitor periodic operational and maintenance activities, ensuring timely completion.
- Monitor Service Level Agreements (SLAs), queue management, incident management, change management, end-user communications, and team issue resolution regularly, identify trends, and escalate issues or improvement opportunities to leadership.
- Generate, analyze, and distribute SLA reports to assess operational performance against targets.
KNOWLEDGE TRANSITION AND DOCUMENTATION
- Coordinate knowledge transition sessions across TRM InfoSec and IDAM functions.
- Maintain WIKI and perform periodic quality checks of KBAs, Standard Operating procedures (SOPs) that will enable excellent quality outputs for all outputs within the functions.
TEAM COLLOBORATION
- 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.
- Collaborate with cross-functional teams to resolve scheduling conflicts and operational challenges.
- Work closely with ZICC leadership, TRM leadership, and other ZTD stakeholders to gather support requirements, report performance metrics, and ensure alignment with organizational goals.
- Identify opportunities for process improvements through automation and self-service tools, fostering a culture of continuous improvement 100%
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
Education:
- University Degree in Computer Science/ Information Systems/Business Administration or science related field is required.
Experience:
- A minimum of 10 years of professional experience in IT operations, IT service management, including at least 3 years in a leadership role managing medium to large operational teams.
- At least 3 years of mandatory experience working within a global team environment, with proven expertise in managing round-the-clock and follow-the-sun operational teams.
- Proven experience in coordinating 24x7 and 16x5 support coverage and managing shift-based teams in a support or operational environment, preferably within a global organization.
- Operations experience within technology risk management, cybersecurity, or a closely related domain is a plus but not mandatory.
- Strong understanding of IT service management (ITSM) processes, including incident management, change management, and service level agreements (SLAs).
- Proficiency with ITSM tools (e.g., ServiceNow, Jira) and collaboration platforms (e.g., Confluence, Microsoft Teams).
- Experience in pharmaceutical or other regulated industry, especially Animal Health is a plus.
- 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.
- Familiarity with knowledge management practices, including documentation, training, and performance metrics tracking.
TECHNICAL SKILLS REQUIREMENTS
- This role is primarily operational and coordination-focused rather than hands-on technical.
- The candidate must have a solid working knowledge of IT Service Management (ITSM) tools such as ServiceNow, along with advanced proficiency in Microsoft Excel. Experience with any industry trending reporting tools is beneficial. These skills are essential for effectively tracking progress, managing workflows, generating reports, and supporting data-driven decision-making.
- The Coordinator will work closely with a team of cybersecurity specialists who utilize a variety of security tools and applications. While deep technical expertise is not mandatory, possessing a high-level understanding of key cybersecurity domains is beneficial to enhance coordination and communication. Relevant areas include:
o InfoSec/SOC
§ Vulnerability Management
§ Threat Intelligence
§ Operational Technology
§ Data Loss Prevention
o 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)
o Insider Risk
o Cloud and Application Security
- Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams both 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)
Full time
