APAC Technical Service Lead (Band E) for a world leading Pharmaceutical company which operates in over 100 countries and is head quartered in the United Kingdom. The candidate is expected to work for a large Infrastructure support and maintenance function, spanning several continents.

The candidate should possess broad functional knowledge in his/her domain and technical knowledge in relevant Infrastructure Operations Support. The candidate should have proven expertise in working within a team for transition support and maintenance initiatives.

This person will oversee managing all aspects of the Datacenter environment. This includes creating processes, procedures, and automation to improve efficiency in our day-to-day tasks and projects. You will work closely on supporting our internal customers and business stakeholders across APAC region ensuring that their needs and issues are being addressed.

Responsibilities include:

• Primary responsibility will be working on Incidents related to Infrastructure domain which includes Network, Storage, Servers and backup for APAC region.
• Liaise with APAC business and relevant Remote support teams in order to ensure that we are moving towards an approved compliant infrastructure;
• Will be accountable for meeting the delivery targets set by management
• Work proactively to ensure prompt resolution of support cases & the highest possible levels of customer satisfaction along with minimal production impact
• Identifies and acts upon opportunities for continuous improvement to reduce operational risks, optimize efficiency and improve standards;
• Responsible for ensuring that delivery is within and better than prescribed SLA levels and help establish processes for continuous service improvement.
• Work on Service improvement activities and completing it within the target dates.
• Monitors hardware/software activities and resource utilization for providing data to technical experts for capacity planning
• Perform Initial level of Technical troubleshooting and device investigation.
• Basic troubleshooting by Analyzing error or event logs in devices and translate them from Japanese to English and communicate it to technical experts for issue resolution.
• Interact with service desk and end users.
• Excellent Hands-on Experience in supporting various hardware which are part of Server, Network and Storage services.
• Perform all Adds/Change/Remove and installations following an Approved Service Request or RFC/task, including Server/Network/Storage/Backup.
• Execute the appropriate RMA (Return Merchandise Agreement) processes according to maintenance agreements
• Documenting knowledge articles for critical incident/change affecting the Japan business
• Resolve incidents/problems/Changes according to established procedures
• Create policies and Standard Operating procedures related to Networking environment as per local business requirements
• Part of local vendor review meeting and to plan for improving vendor services.
• Responsible for coordination and execution of engineering and technical aspects of each assigned project.

Service and Supplier Management

• Manage service delivery processes including Service Level Management,  Capacity Management, Availability Management and Continuity Management and ensure that service management tools and processes are implemented in accordance with AstraZeneca standards and procedures
• Manage service management processes, including the design, configuration, and implementation of service management components for new and enhanced solutions and services
• Ensure that key service support processes, including Incident Management, Problem Management, Change Management, and Release Management, are implemented and effective
• Provide a point of focus for all capacity, availability and performance-related issues to match IT capacity to agreed business demands ensuring that availability targets in all areas are measured and achieved, and that they match or exceed the current and future agreed needs of the business in a cost-effective manner
• Engage with key stakeholders to understand business challenges and identify current and future requirements so that demand for externally provided services is captured, prioritized and met.

• Work collaboratively with:

Integrated assurance to support internal and external assurance activities. Customer Service managers on communication of Service Improvement Plans. Third party suppliers on operational issues affecting applications from a designated service area. CSIS GTC functions to support development opportunities for innovation, feasibility and new services design, ensuring approval for changes and improvements.

Education, Qualifications, Skills and Experience

<Essential>

• A minimum of a Bachelor's Degree is required, MS or MBA preferred.
• ITIL V3 Foundation certified
• CCNA Certified Engineer
• Outstanding communication skills in Japanese & English; presentation, written, verbal, listening, and influencing, including being sensitive to professional ethics.
• Knowledge and Experience working within a Service Oriented Architecture.
• Ability to document and maintain Data center support documentation (e.g., processes procedures, workflows, communication/training material, service catalog, etc.)
• Ability to lead the development of new processes and procedures within Data center with stakeholders from across IT groups and business units.
• Tools Awareness: Basic awareness to interpret alerts from 2 or more tools which includes Commvault, NetBackup, NetApp Storage, SolarWinds & Splunk.
• Base knowledge of Windows/Linux servers
• 10 to 12 years’ experience performing various tasks in data center Operations.
• At least 4 years’ experience of working in Global Enterprise Network supporting large organizations.
• Basic knowledge on Cisco Routing and Switching, Wireless troubleshooting
• Strong relationship management experience

<Desirable>

• Good knowledge of Release Management, Incident Management and Problem Management processes.
• Experience working in globally distributed team
• Experience in handling the incidents, providing solution amidst pressure situation.
• Knowledge in ticketing system like Remedy, SNOW
• CCNP certification is an added advantage
• Able to grasp and understand new technological trends / concepts
• Must possess good problem solving and communication skills
• Must excel working in team environment

Career Level

E

Work Location

Osaka

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.