Summary

The Database Service Delivery Lead is a pivotal role that ensures the efficient delivery of database services, with a primary focus on Oracle Databases and a secondary focus on MS-SQL. This role requires hands-on experience in managing escalations, maintaining SLA/KPIs, and collaborating with Database Operations leads to support US region coverage. An understanding of AWS RDS is an added advantage.

About the Role

Job Summary: The Database Service Delivery Lead is a pivotal role that ensures the efficient delivery of database services, with a primary focus on Oracle Databases and a secondary focus on MS-SQL. This role requires hands-on experience in managing escalations, maintaining SLA/KPIs, and collaborating with Database Operations leads to support US region coverage. An understanding of AWS RDS is an added advantage.

• Lead the database service delivery activities, ensuring adherence to Novartis standards and high-quality support for Oracle and MS-SQL databases.
• Handle escalations effectively, ensuring compliance with SLAs and KPIs.
• Work closely with Database Operations leads to provide seamless service delivery across the US region.
• Offer suggestions and solutions in line with Novartis standards when required.
• Utilize ITSM processes to enhance service delivery and drive continuous improvement.
• Manage major incidents and collaborate with external vendors to resolve operational challenges.
• Drive database operations service improvements through innovative solutions and best practices.
• Respond to Novartis application/project teams' service requests on time and deliver quality services.
• No internal or external resource management.
• Manage database services provided by a third-party vendor.

• Mandatory prior experience in Oracle Database management is required, with a good understanding of MS-SQL.
• Experience with AWS RDS and cloud database management is highly desirable.
• Proficient in ITSM processes.
• Excellent English communication skills, both written and spoken.
• Capable of leading major incident responses and working effectively with external vendors.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Relevant certifications in Oracle and MS-SQL are preferred.
• A minimum of 10+ years of experience in database management, with a proven track record in Oracle Database service delivery.

• English.