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


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


  • Lead and mentor teams of highly skilled technical support professionals

  • Lead and manage offshore technical support team members career development