Job Title: Service Operations
Location:TRIL GTC Chennai
GCL: D2

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.

High Level Function and Role Overview

The purpose of Service Excellence is to provide a world class IT service to our customers. We focus on simplifying the current processes and technologies to reduce the overall cycle time of all IT outages and enhancing the ability to detect IT outages prior to the business being impacted.

The Incident Analysts Team Manager role:

• Reporting into the Incident Management and Detection Lead to:
• Provide line management support and coaching to the Analyst team who are conducting incident detection activity
• Ensure to team are meeting relevant service KPI’s
• Work with EUDM (End User Device Monitoring) and CTM (Critical Transaction Monitoring) development teams to continually improve our capability
• Ensure the team are effectively working to detect Incidents and engage the Incident Managers to expedite resolution of service issues
• To proactively assist in enabling increased Transaction Monitoring capabilities through their subject matter
• Deliver excellent customer service, through ownership, innovation and continuous improvement.
• Undertake and provide support on review of processes, procedures and SLAs, influencing modifications and enhancements
• Monitor effectiveness and efficiency of support and maintenance services and recommend improvements
• Analyse trends in Service Introduction, Change Management, Service Level Management, Incident Management, Availability and Capacity Management and assist in identifying improvement areas
• Work collaboratively with Service Delivery Managers on analysis of suppliers’ performance against set processes, procedures and Service Level Agreements (SLAs) reporting, collating input and reporting for Capacity Management and Service Improvement Plans, creation of Service Maturity scales to measure and monitor the services provided to AstraZeneca and running of Service Review Boards
• Ensure that, in all aspects of the role, compliance is maintained with the guidelines that regulate the AZ business, e.g. SoX and GxP
• Manage the continuous development of BSOC resources, people, processes, knowledge and tools, ensuring constant service improvement
• Assist the Incident Management Detection Lead in any allocated project work for the introduction of new work, monitoring or other capabilities into the BSOC
• Maintain teamwork schedules including, ROTA, holidays and paid time off, cover for absenteeism.

Candidate Knowledge, Skills and Experience

• 9 + years of total IT experience including 2+ years of running in ITIL based support and people management
• Experience of operating in virtual teams, to deliver excellent results
• Experience in working on various monitoring toolsets (Preferably Aternity, Splunk, but not mandatory)
• Good Interpersonal and Analytical thinking skills
• ITIL intermediate certification (Service Operations) / willing to work towards it
• IT Technical or functional support background.
• Incident and/or Problem Management experience; currently performing this or similar role
• Strong written and verbal communication skills.
• The familiarity of working in an international, multi-time zone support environment.
• Key stakeholder management.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, 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.