The qualified candidate must have Event Management and Incident Management experience in an Open Systems Environment. The candidate should possess or have experience in the following:
Ability to assess and troubleshoot high severity incidents.
Initiating bridge calls and sending communications
Familiarity with the Event Management process.
Undertake ad-hoc projects as agreed with the Management team.
Provide technical expertise for the planning and definition of new requirements: perform feasibility and performance studies, including benchmark, capacity planning, sizing, etc.
Drive/Manage service quality, performance and improvement of service delivery processes as per established governance and reporting
Support Major Incident Management process and handle all Critical/Major incidents in the organization.
Prepare Major IM analysis reports on a weekly, monthly and quarterly basis to be provided to the Leadership team.
Demonstrate clear and definitive understanding of business needs and requirements.
Address any potential technical and non-technical issues and escalations within and outside of team which might impact the teams performance adversely. Maintain overview of daily records, incident logs & shift planners.
Responsible for 1st level Service Continuity of the operations during regional/location outages.
Keep team leads and Management appraised on operational activities, any associated risk/issues, work load distribution and accomplishments; participate in achieving resolutions to identified issues.
Seek and provide feedback, mentoring, support, and career development to and from team.
Routinely provides informal coaching, technical trainings, through suggestions, feedback and encouragement to less experienced team members.
Be the 1st point of contact in case of any untoward Incidence with respect to work/team dynamics/attitude & approach by team members.
Ensure positive team satisfaction and strong relationship is maintained for service delivery with cross functional teams
Achieve agreed targets in terms of quality and time.
Ensure business is not affected under any circumstance at all times.
Achievement of service levels corresponding to industry best practice.
Salary: Not Disclosed by Recruiter
Industry:Pharma / Biotech / Clinical Research
Functional Area:IT Software – Application Programming , Maintenance
Role Category:Programming & Design
Novartis Healthcare Pvt. Ltd.
5 – 7 yrs Hyderabad / Secunderabad
Service Delivery IT Infrastructure Service Quality Incident Management Capacity Planning Performance Improvement Analyst AS400 BRMS Desktop Manager BIM
Desired Candidate Profile:
UG: B.Tech/B.E. – Computers, B.Sc – Computers, BCA – Computers
PG:Any Postgraduate – Any Specialization, Post Graduation Not Required
Doctorate:Doctorate Not Required
Bachelors degree in computer science or appropriate technical/functional discipline or equivalent technical certifications.
Fluent in English (written and spoken)
Minimum 5 years of experience in a GNOC/Command Center/Datacenter environment.
Minimum 2 years of experience as an SME.
Should have through knowledge of Control-M Enterprise Manager GUI, Desktop Manager, BIM and Configuration Manager.
In-depth understanding of AS400, BRMS and Media Management.
ITIL Certification is a must.
Certifications on Control-M, AS400 and Server/Networks will be an added advantage.
Excellent Communication and Interpersonal skills.
Fluent in written and spoken English.
Willingness to travel (globally).
Novartis Healthcare Pvt. Ltd.
A global healthcare leader, Novartis has one of the most exciting product pipelines in the industry today. A pipeline of innovative medicines brought to life by diverse, talented and performance driven people. All of which makes us one of the most rewarding employers in our field.