20 feb
Mygwork
Tamazunchale
.
This job is with Novartis, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.
Please do not contact the recruiter directly.
Summary
- Drive end-to-end IT Service Management including all ITIL Processes, Service Operations as well as operational quality management with continual service improvement and supplier operational governance
- Govern the service operations, service transition, quality, compliance, and audit readiness of services delivered often on 24X7 basis as per shifts.
- Manage a service operation with standardized services, processes, and tools to provide efficient, high quality services
- Meet customer and internal IT service levels and proactively drive continuous service improvement collaboration with the Service excellence team of the Function
- Contribute to enabling operational excellence and continuous improvement in the Service quality across DDIT.Drive the delivery of the service ensuring delivery to SLA and Service continuity meeting the consumer needs About the Role Key Responsibilities:Manage operations for systems, tools and applications, ensuring their stability and integrity, while meeting customer service levels.
Oversee end-to-end delivery of a dedicated system, tools or application and ensure its stability, integrity and business continuityEnsure services are delivered to the agreed SLA, including reviewing supplier performance based on the agreed SLAs and KPIs.
Track and manage indents, where applicable, including:Identify, log, categorize, prioritize, resolve incidents and raise a problem if required.
Ensure that incidents are followed up and solved appropriately.
Manage the lifecycle of incidents and minimize their adverse impact on business operations.
Identify, investigate,
and report on incidents and review findings with key stakeholdersCoordinate crisis management with relevant stakeholders, if required.
Oversee problem management and drive identification of root causes as well as sufficient prevention of recurrencesEnsure adherence to documented operational procedures to maintain system integrity.
Ensure that configuration items are identified, accounted, reported, verified and audited (where applicable).
Ensure proper user and access managementEnsure appropriate operational service documentation is created and accepted by partners.
Identify potential improvement areas for the owned system or application and connected servicesMaintain and ensure all application data is consistent across the various repositories.
Collect and distribute knowledge about systems and services to enable effective supportCoordinate fulfilment of service requests and conduct monitoring, tracking and reporting.
Responsible for capacity and life cycle management for the systems, tools under their accountability.
Take accountability to ensure consistency with Security and Compliance policies and procedures within Operations Expert service scope
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