Technology Risk Management Offshore Operations Coordinator

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.

The ZICC TRM Offshore Operations Coordinator is responsible for coordinating a team of 25+ support analysts within our Technology Risk Management (TRM) function at ZICC. 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. While this is not a technical role, 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.

This role works closely with the InfoSec and IDAM Program Leads to ensure the right resources are available to support InfoSec/SOC (24x7) and IDAM (16x5) coverage.

POSITION RESPONSIBILITIES
Percent of Time
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.
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:

• 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:

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

• 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)

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