Job ID REQ-10015423 Dec 03, 2024 Czech Republic Summary As Senior Specialist IT (Service Operations Expert) you will manage the day to day operations of a number of applications ensuring stability and the smooth operation of the applications. A specialist for project delivery and/or operations in the given business area, you will partner with Business Stakeholders and DDIT Strategic Business Partners for demand analysis, solution proposal/evaluation and project delivery. Driving operations of systems and applications in scope (both Global and Local), ensuring their stability and integrity and meeting customer service levels. About the Role Manage operations for systems, tools and applications, ensuring their stability and integrity, while meeting customer service levels.Responsible for the following processes: incident/problem management, escalation management, user/account management and knowledge management.Monitor all events that occur in the IT environment to allow normal operations and to detect and escalate exception conditions to defined channelsEnsure applications meet the compliance requirementsEnsure together with the Release & Deployment Expert and Technical Operations Expert that all defined in scope Configuration Items are identified, accounted, reported, verified and regularly audited. Ensure security gap remediation’s are addressed and resolved with assistance from Technical Operations ExpertManaging global and critical local applications
MAJOR ACCOUNTABILITIES:
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 KPIsTrack and manage incidents, where applicable, including:Identify, log, categorize, prioritize, resolve incidents and raise a problem if requiredEnsure that incidents are followed up and solved appropriatelyManage the lifecycle of incidents and minimize their adverse impact on business operationsIdentify, investigate, and report on incidents and review findings with key stakeholdersCoordinate crisis management with relevant stakeholders, if requiredOversee problem management and drive identification of root causes as well as sufficient prevention of recurrencesEnsure adherence to documented operational procedures to maintain system integrityEnsure 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 stakeholdersIdentify potential improvement areas for the owned system or application and connected servicesMaintain and ensure all application data is consistent across the various repositoriesCollect and distribute knowledge about systems and services to enable effective supportCoordinate fulfilment of service requests and conduct monitoring, tracking and reportingResponsible for capacity and life cycle management for the systems, tools under his/her accountabilityTake accountability to ensure adherence with Security and Compliance policies and procedures within Operations Expert service scopeEnsure ISRM compliance requirements implementation and adherence
Requirements:
Degree in Engineering, Information Technology or related field.Good communication skillsFundamental ITIL knowledgeStrong in providing and designing infrastructure solutionsGood understanding on infrastructure assets and how they are managed currentlyKnow-how on technical application enterprise landscapeGood experience in SaaS Cloud Application Management5+ years of IT experience and good awareness of all IT processes (ITIL)Experience in Transformation Planning and ExecutionHigh level of customer focus with proven problem solving skillsExperience in managing IT Management Tool suite and Process servicesManage both IT and Non-IT customersExperience of working in IGM classified environment
Why Novartis: Our purpose is to reimagine medicine to improve and extend people’s lives and our vision is to become the most valued and trusted medicines company in the world. How can we achieve this? With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us! Learn more here: https://www.novartis.com/about/strategy/people-and-culture
You’ll receive: You can find everything you need to know about our benefits and rewards in the Novartis Life Handbook. https://www.novartis.com/careers/benefits-rewards
COMMITMENT TO DIVERSITY AND INCLUSION:
Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.
Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture
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Benefits and Rewards: Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits-rewards
Division Operations Business Unit CTS Location Czech Republic Site Prague Company / Legal Entity CZ02 (FCRS = CZ002) Novartis s.r.o Functional Area Technology Transformation Job Type Full time Employment Type Regular Shift Work No Apply to Job Job ID REQ-10015423 Senior Specialist IT (Service Operations Expert) Apply to Job