Job Title:  Consultant 

Location: TRIL GTC
GCL : C3

Company description

AstraZeneca is a global, innovation-driven biopharmaceutical business that focuses on the discovery, development and commercialization of prescription medicines for some of the world's most serious diseases. But we're more than one of the world's leading pharmaceutical companies. At AstraZeneca, we're proud to have a unique workplace culture that inspires innovation and collaboration. Here, employees are empowered to express diverse perspectives - and are made to feel valued, energized and rewarded for their ideas and creativity.

The AstraZeneca IT function has undergone significant IT transformation to improve  performance and  perception of IT and is now focusing on delivering a great customer experience and overall service excellence.  The IT Transformation Programme will break the default outsourcing mentality, drive greater cohesion amongst senior IT leadership, begin the simplification of what has become an overly complex function and build a world class IT organization.

High Level Function and Role Overview

The role holder will act as the Consultant for a variety of new FM IT Systems (Cambridge & Global)

The key partners for this role are the Service Manager, System Owners/FM Service Leads, Campus Managers or Site IT Leads, other support teams (internal & external) and the Footprint project delivery teams.

The Consultant will report into the Service Manager and will provide 2nd & 3rd line support in a matrix environment and

• Own & deliver the e2e IT Support for the portfolio of applications
• Ensure all Service Requests & Incidents are handled in a timely manner within the stipulated Service Levels
• Will proactively perform daily, monthly, quarterly, yearly maintenance & check for the applications
• Will build and maintain relationships with related AZ teams & Vendor partners to deliver seamless Service
• Will be responsible for onboarding new Services from the Project Team into BAU Operational Support
• Deliver excellent customer service, through issue ownership, innovation and continuous improvement

Key Accountabilities

• Provide day to day operational support for all the portfolio of Services and ensure the agreed Service Levels are met
• Follow & adhere to the key AZ service support processes, including Incident Management, Problem Management, Change Management, Knowledge Management and Release Management.
• Take responsibility to end to end management of incidents
• Liaise with other support teams or 3rd party suppliers to assist with fault resolution if required
• Maintain and update the Forward Schedule of Change (FSC) calendar with inputs from Business & project team to ensure all enhancements & updates for Live Services are well planned and tracked
• Provide testing support & execution, where necessary
• Create standard change requests or service requests for repetitive tasks/changes
• Ensure daily, weekly, monthly, quarterly and yearly BAU checks and planned maintenance activities - Patching, Upgrades, Validation, Annual Certificate renewals, etc.,
• Document and maintain all Service Support and Maintenance documents (Technical Documentation, Install & Configuration guide, Troubleshooting guides, Deployment guide & checklist, Support Plans, Knowledge Articles, etc.,) post Knowledge Transfer from Project Team/s
• Contribute to the statistical analysis of service performance (technical, processes and resources) on an agreed frequency, and participate in Service Review meetings, if necessary
• Proactively identify improvement areas for existing applications portfolio, capture them, present to Business/Project for approval and plan implementation on approval with guidance from the Service Manager
• Application lifecycle management
  • Managing all components to remain within support including OS, licences etc
  • Recommendations on whether to upgrade & impact to an application for any underlying component
  • Delivery of upgrades
  • Continual review of access to production & other environments
• Deliver the Service Requests and small enhancements for the Live Services as prioritized by the Business
• Undertaken and deploy new site/building configurations, as appropriate
• Provide support with Business Onboarding/Change Management, where necessary to ensure sites adopt new capabilities and align ways of working to fit with the global support, monitoring and reporting processes.
• Adhere to service management processes for new and enhanced solutions and services being onboarded for support such as service set up activities, KT and so on

Candidate Knowledge, Skills and Experience

Essential

• Degree level education in computer science or similar
• 3-6 years of total IT experience with 2+ years of working in an Application Support or ITIL based support teams
• Experienced in service management and having a high level of customer centric focus
• Ability to grasp, retain and perform complex configurations for SaaS/Bespoke applications
• Ability to operate in a complex, fast moving and ambiguous environment
• Experience managing and delivering around multiple conflicting priorities
• Familiarity of working with global stakeholders in a multi-time zone environment
• Strong verbal and written communication skills
• Strong networking and team working skills
• Ability to work well in and across diverse global teams
• Experience with enhancement which may need minor code updates using SQL/JavaScript/CSS/JSON
• Appreciation of Integration, APIs, Business Intelligence & Dashboards – MuleSoft, Snap Logic & PowerBI

Desirable

• ITIL Version 3 Certified
• Knowledge of Lean & Agile Ways of Working
• Ability to interpret and communicate technical information in simple business language
• Experience of working with 3rd party suppliers

Other

• The role requires successful candidates to work in rotational shifts with potential for occasional calls / on call support / attendance during other shift patterns as needed for full completion of the role’s activities.
• Comprehensive understanding of IT Operating model – ability to interact and influence its enhancement and improvement where required
• The position will report to a Senior Manager at AZ Chennai GTC

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

Date Posted

Closing Date

AstraZeneca embraces diversity and equality of opportunity.  We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills.  We believe that the more inclusive we are, the better our work will be.  We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics.  We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.