| || Manage operations of systems and applications or services in scope, ensuring their stability and integrity, and meeting customer service levels.
- Oversee and monitor day-to-day operations of all systems and applications or services in scope to ensure stability, integrity and business continuity - Ensure all services/major accountabilities (based on ITOM Role, Anchor Role, Design Authority Input/function Input) are delivered to the agreed SLAs - Monitor, measure, report and review performance of services in close collaboration with Service Performance Managers - Manage the lifecycle of service orders/ incidents and minimize their adverse impact on business operations - Ensure that service orders/ incidents are followed up and solved appropriately - Oversee problem management and drive identification of root causes as well as sufficient prevention of recurrences, if applicable - Ensure adherence to documented operational procedures to maintain system / service integrity - Ensure that configuration / development items are identified, accounted, reported, verified and audited - Ensure appropriate operational service documentation is created and accepted by stakeholders - Responsible for application /service lifecycle management and its continual improvements - Manage and support applications / services to meet the needs of a defined business area, including providing technical support to the Business and IT - Maintain and ensure all application/services data is consistent across the various repositories e.g. Clarity and RoD. - Implement a vendor strategy, if required - Monitor suppliers involved in operations - Enable knowledge about systems and services is collected and distributed to enable effective support - Ensures that the relevant resources from the underpinning IT services are engaged in the delivery and support/development of the IT application. - Take accountability to ensure adherence with Security and Compliance policies and procedures within Service/Solution Operation scope
Operation services are delivery within agreed SLAs, e.g. time to solve incidents/service orders; Adherence to the Novartis IT quality standards; No major business disruptions; Yearly budget targets for operations met; Number of recurring problems; Application records with proper data quality and consistency across the various repositories; Operational targets and KPIs related to services/applications lifecycles management met