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| Job Location | Hyderabad |
| Education | Not Mentioned |
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| Industry | Medical / Healthcare |
| Functional Area | Operations Management / Process Analysis,Sales / BD |
| EmploymentType | Full-time |
Service lead for Documentum applications is expected to support Solution Operations Manager (SOM) in ensuring effective service management and delivery. He/she will be accountable for operations of systems, tools and applications in scope, ensuring their stability, compliance 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 continuity Ensure services are delivered to the agreed SLA, including reviewing supplier performance based on the agreed SLAs and KPIs Ensure all incidents are tracked & managed by the service provider, including identification, logging, categorization, prioritization, resolution and raising of a problem ticket where required Ensure all tickets (Incidents, Problem, SR and Change) are closed in time and follow-up with suppliers to clear backlog of tickets if any In case of any system/application downtime, review with major incident manager and make sure outages (planned and unplanned) are recorded in SNOW Review application inventory data on a regular basis and ensure that the data quality is high. Follow-up with Application Managers where applicable Review the ticket volumes regularly where there is an impact on the Baseline Support Application Manager in meeting the Operation controls by liaising with right stakeholders like business, eCompliance and TIS where needed Coach/mentor Application Managers in order to drive a high performing team culture and fully integrate them into the AMS purpose Review periodically application support requirements based on changing Business needs and maturity of environment. Where applicable follow the Change Request process to change the application support parameters as appropriate Monitor and support transition of applications within the scope under responsibility (both for AOTF & STM processes wherever applicable). Provide inputs for determining acceptance criteria for new applications and/or complex projects which merit such requirements in addition to standard requirements Drive Ops funded projects/Application Changes and enhancements as per the scope and definition of AMS collaborate with delivery teams as required Identify opportunities for Problem Management and highlight the same to Service Assurance teamMinimum requirements Bachelor degree in engineering or equivalent English At least 10 years of overall experience (including at least 3-4 years of Operations management)750 million. That s how many lives our products touch. And while we re proud of that fact, in this world of digital and technological transformation, we must also ask ourselves this: how can we continue to improve and extend even more people s lives We believe the answers are found when curious, courageous and collaborative people like you are brought together in an inspiring environment. Where you re given opportunities to explore the power of digital and data. Where you re empowered to risk failure by taking smart risks, and where you re surrounded by people who share your determination to tackle the world s toughest medical challenges. We are Novartis. Join us and help us reimagine medicine.,
Keyskills :
data qualitymusic makingcustomer serviceservice assuranceservice managementproblem managementapplication supportbusiness continuitysupplier performancemedicalenglishloggingoutages