Summary

Location: Hyderabad

Responsible for holistic IT Service Management including all ITIL Processes, Service Operations as well as Operational Quality Management oversight along with continual service improvement and supplier operational governance.

About the Role

Your responsibilities include but not are limited to

• Oversee end-to-end delivery of a dedicated set of systems, tools or applications and ensure their stability, integrity and business continuity.
• Ensure services are delivered to the agreed SLA, including reviewing supplier performance based on the agreed SLAs and KPIs Identify, investigate, resolve incidents; report on incidents and review findings with key customers; coordinate crisis management with relevant partners, if required.
• Oversee problem management and drive identification of root causes and prevention of recurrences. Ensure that an up-to- date asset inventory is maintained & only authorized components are used; coordinate
• configuration management database changes and /or ensure that configuration items arr identified, accounted, reported, verified & audited.
• Ensure proper user & access management. Ensure adherence to documented operational procedures and quality standards, and that. Appropriate operational service documentation is created & accepted by stakeholders.
• Support Service / Solution Operations Manager in technical topics. Reporting of technical complaints / adverse events / special case scenarios related to Novartis products within 24 hours of receipt

• 8 + years of overall experience and responsible for the following processes: incident/problem management, issue management, user/account management and knowledge management.
• Manage operations for systems, tools and applications, ensuring their stability and integrity, while meeting customer service levels.
• Monitor all events that occur in the IT environment to allow normal operations and to detect and call out exception conditions to defined channels
• Ensure applications meet the compliance requirements. Ensure together with the Release & Deployment Expert and Technical Operations Expert that all defined in scope Configuration Items are identified, accounted, reported, verified and regularly audited. Ensure security gap remediation's are addressed and resolved with assistance from Technical Operations Expert
• Managing global & local critical applications . 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
• Track and manage incidents, where applicable, including. Coordinate crisis management with relevant customers, if required. Oversee problem management and drive identification of root causes as well as sufficient prevention of recurrences. Ensure proper user and access management
• Ensure appropriate operational service documentation is created and accepted by customers. Identify potential improvement areas for the owned system or application and connected services
• Maintain and ensure all application data is consistent across the various repositories.Collect and distribute knowledge about systems and services to enable effective support. Take accountability to ensure adherence with Security and Compliance policies and procedures within Operations Expert service scope. Ensure ISRM compliance requirements implementation and adherence