Provide vision and leadership of a global team that provides security protection, risk mitigation and compliance across the enterprise including Information Security Operations, Engineering & Architecture and Business Continuity/Disaster Recovery (BCDR). Lead and drive Global Security Office (GSO) architecture and operations teams, driving policy, programs and process across engineering, governance, risk, and compliance throughout the Enterprise by partnering across the enterprise with key stakeholders. Build an extensible product and service framework, facilitating enterprise security teams in planning, implementing, and sustaining security projects and programs with internal and external staff, partners, contractors, and customers to successful completion and maturity.Work across the enterprise to define project scope, identify business operational policies, and devise production/delivery schedules for security services.

Leading Informatica’s Global Security Office of Strategy and Business Operations, partner across the organization to incorporate and deliver Information Security products, programs and services to support the business drivers for Informatica. Build an extensible product and service framework, facilitating enterprise security teams in  planning, implementing, and sustaining security projects and programs with internal and external staff, partners, contractors, and customers to successful completion and maturity. Manage the enterprise security budget and headcount management process to meet commitments and guidelines as set forth in program charters.

Worked across all business units to define project scope, identify business operational policies, and devise production/delivery schedules for security services. Defined and provided oversight for security project management team, including both onsite and remote project managers. Supported and managed the operations and delivery of global IT security services and applications, service level agreements and key performance indicators. Created and administered global security budgets based on service area cost models and forecasts. Hired, trained, and mentored global security office team members.

Directed security technicians, developers and system engineers to design and architect critical solutions to transition services from 3rd party providers to the firm’s platform.Coordinated and oversaw of project management team and programs for all security functions.Developed guidance, oversight & delivery of training on security best practices, reporting, documentation and workflow processes for ITSM Service Delivery. Managed and mentored team members and peer groups on the establishment and delivery of services, programs, and supporting business processes to reduce risk and address ongoing security and compliance needs.

Provided high-level technical leadership in directing team of Service Account Managers, Technical Architects and Project Managers to evaluate and deploy critical solutions to support client accounts and meet customer needs. Serve as point of contact in defining and establishing SLA targets/matrices and system KPIs to define best practice methodologies and ensure timely delivery of projects, service requests, and resolution of problem tickets. Maintained communication with executive management regarding all achieved benchmarks.

Responsible for managing customer relationships to manage technical and business services.

Directed and managed the 24/7/365 call center operations for this $20B worldwide health care firm serving clients in more than 150 countries. Led technical support teams in providing point-to-point helpdesk operations for client’s hospital point-of-care systems. Administered $3M call center budget. Monitored and tracked ongoing issues and trends. Prepared and distributed performance reports for executive management team regarding team performance. Recruited, hired, and trained team to provide excellent customer service.

Supervision of a team of local and remote technical support representatives, providing troubleshooting and problem resolutions for medical device systems in a regulated environment.