• Provides daily support direction and communications to external support team members within area of responsibility.
• Ensure external support team members have appropriate trainings, processes and tools necessary to perform job functions.
• Ensure effective collaboration between team members and other support teams within the TIS organization (i.e. - issues, resolutions, planned service interruptions etc.)
• Work with team members to ensure operational and support coverage as required.
• Monitors operations status and provides detailed reports as appropriate.
• Adheres to all Novartis compliance processes and procedures.
• Identifies and resolves problems that may impact daily operations.
• Provides support and assistance to customers to identify and resolve technical problems.
• Escalates issues / problems to other internal/external support organizations as necessary.
• Reviews and ensures compliance of technical operating instruction manuals, system documentation, work instructions, processes, standards and procedures.
• Execute change management activities as required.
• Performs related duties as assigned.
• Contributes/supports an environment which fosters a high-performance and innovative organization
• Maintains the highest standards of professional conduct and behavior in dealing with team members, colleagues, costumers and outside contacts.

Key performance indicators:

• Delivery on agreed KPIs including business impact -Launch of innovative technology solutions across Novartis at scale -Business impact and value generated from DDIT solutions -Adoption and development of Agile Productization and DevOps practices -Operations stability and effective risk management -Feedback on customer experience -Applications adherence to ISC requirements and are audit ready.

Minimum Requirements:
3 - 5 years of IT experience in operations and system management tasks.

• • 3 - 5 years' experience in messaging including good knowledge of SMTP mail routing, DNS, MX records, SPF, Reverse Lookup etc.• Knowledge of PowerShell and scripting an advantage.
  • Exposure to Office365 and Microsoft Exchange.
  • More than 3 year experience supporting a globally spanned (international) environment and 3 year proven leadership experience is a plus.
  • Proven capability to work in an organization with direct and indirect reporting lines in a matrix set-up
  • Ability to communicate effectively and motivate team members
  • Proven track record working with multinational teams
  
  As the role is part of a global organization, willingness for required traveling is important.

Languages :

• English.

Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients' lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture

Join our Novartis Network: Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up: https://talentnetwork.novartis.com/network

Benefits and Rewards: Read our handbook to learn about all the ways we'll help you thrive personally and professionally: https://www.novartis.com/careers/benefits-rewards

Division
Operations

Business Unit
CTS

Location
India

Site
Hyderabad (Office)

Company / Legal Entity
IN10 (FCRS = IN010) Novartis Healthcare Private Limited

Functional Area
Technology Transformation

Job Type
Full time

Employment Type
Regular

Shift Work
No