Service Operations Expert Connectivity Opererations

Job Description

Manage operations of systems and applications in scope, ensuring their stability and integrity, and meeting customer service levels. Achieve the most efficient Network Service Operations providing highest business value through effective management of IT resources (people, financial resources, bought in services and asset / capital investment). Responsible for ensuring that the internally and externally sourced IT services in the area of Wide Area Network Services are aligned with business needs and are delivered in accordance with customer Service Level Agreements to Novartis IT Standards and in line with industry best practice. Manages operations including triage of incidents and problems across Connectivity Services portfolio (Secure LAN, WAN, Network Control, SIS, Voice, Video, etc. ) within the organization, regardless of where the underpinning technology components, processes or professional capabilities reside or report. Represents the service across the organization; manages and provides input concerning changes to their service(s); and serves as the key stakeholder in processes that enable or support the service(s). Liaises with Process Owners throughout the life of the service; knows who and where to obtain required information and assists in (re)defining the processes. Understands their service(s) (components, processes, etc. ) and provides key information concerning the service(s) as needed. Manages the services offered to consumers inside and outside of TIS (Contributes to decisions to add, freeze, modify or discontinue the service or services within the area of responsibility. ) Manages processes and resources delivering the service, contributes to the service delivery team, and participates in coordination of this team in overall planning activities, service delivery and issue resolution. Ensures that all supporting components of the service, including any associated SLAs, OLAs and UCs are aligned and managed as an integrated service. Periodically monitors, reviews and reports performance against the SLA/ OLA service and/ or portfolio Ensures proper onboarding, training of, and access management for Connectivity personnel, including externals and suppliers Leverages advanced Connectivity tool sets for triage of Connectivity oriented incidents and problems Minimum requirements o University degree level education or comparable education in Computer Science OR Engineering Science (technical background) OR work experience as senior network engineer in a global enterprise. Business fluent in English (written and spoken) More than 7 years of Business / IT experience inc. ITIL Demonstrated leadership skills, > 5 years proven management experience within a matrix organization Proven track record in managing complex teams across different vendors In- depth expertise in one or more IT disciplines and broad knowledge of other disciplines of IT In- depth understanding of business processes and the interrelationships with IT processes. More than 5 years of experience in Service Experience in negotiating agreements with corporate suppliers in close co- operation with the sourcing function Track record in delivering multinational projects on time, quality and budget Excellent Communication Skills Proven capability to operate in an organization with direct and indirect reporting lines in a matrix set- up Entrepreneurial behavior and good financial skills Capability to think strategically and proven ability to set, develop and execute the service delivery strategy for the service portfolio Division NBS Business Unit IT NBS Country India Work Location Hyderabad, AP Company/ Legal Entity Nov Hltcr Shared Services Ind Functional Area Information Technology Job Type Full Time Employment Type Regular,

Keyskills :
communicationervicelevelserviceoperationsnetworkservicesitserviceswideareanetworkcustomerservicesharedservicesleadershipskillsissueresolutionservicedeliverycomputerscienceaccessmanagement