General Information

Location: Hamilton, NJ

Organization: WIRB-Copernicus Group Inc

Job Type: Full Time - Regular

Description and Requirements


The Associate Director, Tier 3 Support, Monitoring and Operational Metrics will lead teams, comprised of employee and offshore provider Tier 3 production support specialists, providing critical support for all the WCG business units across all of the applications within the portfolio.  This role will drive the selection and rollout of a common production monitoring platform.   The Associate Director will also compile a common set of KPIs / metrics which will be reported at the senior most levels, driving operational excellence throughout the organization.   This role will lead ongoing improvement projects, ensuring they are completed on time and within budget.


A Bachelor’s degree in Computer Science or similar degree preferred, or a combination of education, skills and related experience


None; relevant technology certification a plus


  • 10+ years overseeing IT teams/organizations to include 7+ years managing both employees and vendors, especially offshore providers
  • Pharmaceutical and/or CRO industry experience a plus
  • Experience managing multiple support teams
  • Experience with web and mobile technologies
  • Experience supporting a broad range of technologies including .NET, Java, SQL Server, IIS, hosted solutions, data warehousing, business intelligence and cloud technologies
  • Hands-on production support/troubleshooting experience
  • Strong leadership qualities with the ability to work collaboratively within the organization
  • Ability to operate in a fast-paced environment, managing multiple priorities at once
  • Strong oral and written communication skills
  • Strong interpersonal skills and problem solving/decision making skills
  • Outstanding customer service and interaction skills
  • Strong analytical and organizational skills

ESSENTIAL DUTIES/RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required.

Primarily include (but not limited to):

  • Drive performance analysis and optimization efforts
  • Collaborate with IT peers to define and execute the IT roadmap
  • Interact cross-functionally with other business units and customers
  • occurs with internal resources
  • described here.


  • Lead and mentor teams of highly skilled technical support professionals
  • Lead and manage offshore technical support team members career development

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to perform sedentary work which includes sitting for long periods of time and occasionally required to lift 25lbs (11.3 kg). Further guidance on physical activities, requirements, visual acuity, and working conditions is available in HCM.

Tasks, duties, and responsibilities as listed in this job description are not exhaustive. The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Position Description. The Company, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above. Further, nothing contained herein should be construed to create an employment contract. Occasionally, required skills/experiences for jobs are expressed in brief terms.