| || Novartis Business Services IT (NBS IT) is working to support Novartis to deliver better patient outcomes through innovative use of information and technology. As technology is reshaping the healthcare industry, IT will be a differentiator for our businesses, inspiring new ideas and enabling Novartis to reimagine medicine.
To continue to add even greater value for the business we need to have the right people with the right capabilities in the right location. We need to be customer-oriented and focus on bringing the best services and solutions to the business – both globally and locally – to support our patients.
NBS IT offers this extraordinary work experience with a real opportunity to develop in a highly fast-paced technology-driven environment where collaboration and innovation are at the heart of who we are and what we do.
Run and supervise operations of GCC according to its documentation in the assigned shift of operation. Support Service Operations Managers on all topics related to the GCC Services Towers Ensure that GCC services documentation are up to date all times Contribute to minimize the downtime of Critical IT Infrastructure as well as Operationally Critical Applications (OCAs) Improve customer satisfaction Represent GCC in NBS IT and Business Units Collaborates with the rest of NBS IT to ensure quality services are seamlessly delivered to the business stakeholders as per agreed own and other IT Units service descriptions Support in Predict and prevent operations for assigned scope with target to identify gaps and reducing incidents within the scope in collaboration with resolver groups. Support BCP plans for designated GCC Services Overall responsibility of Event Management (EM) Process including Monitoring and 24 X 7 operations Ensures alignment to EM process
Meet customer and internal IT service levels and proactively drive continuous service improvement in close collaboration with the Service excellence teams of the Functions Meets and Exceeds EM process KPIs for GCC Services operations Ensures compliance with policies and procedures. Monitors, measures, reports and reviews performance of service and ensures IT service operations meet business needs Operations of service in compliance with all applicable internal, external and security regulations as applicable Publish regular monthly reports and KPIs correctly and on time as assigned. Ensure shift-handovers are done in a way the customers don’t see a difference in the provided support or knowledge of the issue Reads and ensures adequacy and understanding of technical operating instruction manuals, system documentation, standards and procedures. Ensures all SLAs and GCC KPIs are met at all times. Provide needed data for reporting and analysis. Performs and supports in ad-hoc projects as and when assigned. Should be open to share innovative ideas to better the process. Work on OCA and network monitoring and notify support groups as per defined process. Knowledge of and Support to All GCC functions as assigned. Manage all MIM relevant incidents across the NBS IT environment as per MIM SOP during the assigned shift. Execute MIM accordantly to its processes and tools to provide efficient, high quality services During MIM calls, relentless focus to reduce unplanned down time to Critical IT Infrastructure as well as Operationally Critical Applications (OCA) Prepare notifications to be sent to senior and executive stakeholders across the company Work with operational managers to understand and repair root causes Supervise Event management operations for the OCA, IHS and Connectivity service towers as aligned with the Global Event Management process in the assigned shift. SPOC for assigned OCA, IHS and Connectivity TIS service lines to look into Incident, Event, Change and Problem Management. Analyze events for OCA and non-OCA affected infra CIs, find perpetual issues and work with service lines and functions to drive closure. Generate reports for OCA, IHS and Connectivity on Incident, Event, Change and Problem Management. Assess RCA documents for P1 incidents before sign-off and bring out gaps if any. Ensure RCAs are tracked on consistent basis and actions are fully implemented.
| || Bachelor’s degree in computer science or appropriate technical/functional discipline or equivalent technical certifications. Business fluent in English (written and spoken) Excellent communication and presentation skills Strong knowledge of IT service management processes and experience in improving processes. preferably ITIL Intermediate certified High communication and Incident Management skills 6 years of experience in IT service operations and total 8+ years’ experience. At least 3 years’ experience in Incident management. Experience in working and collaborating with global cross functional teams and managing relationships with business customers Experience in a Global Command Centre preferably in a large multinational organization. Ability to work effectively and collaboratively in a complex matrix organization Ability to understand and influence stakeholders within and across the function, building trust and change agenda leveraging both the formal and the informal elements of the organization Ability to deal with uncertainty, adjusting course as the circumstances change, without jeopardizing the end goals and the achievement of the strategic objectives Knowledge and expertise.
Novartis provides innovative healthcare solutions that address the evolving needs of patients and societies. Headquartered in Basel, Switzerland, Novartis offers a diversified portfolio to best meet these needs: innovative medicines, cost-saving generic and biosimilar pharmaceuticals and eye care. Novartis has leading positions globally in each of these areas. In 2016, the Group achieved net sales of USD 48.5 billion, while R&D throughout the Group amounted to approximately USD 9.0 billion. Novartis Group companies employ approximately 121,000 full-time-equivalent associates. Novartis products are sold in approximately 155 countries around the world. For more information, please visit http://www.novartis.com