Czech Republic Job Openings

Novartis

Senior Specialist IT (Service Operations Expert)

Prague

FULL TIME

September 13, 2024

Summary

As Senior Specialist IT (Service Operations Expert) you will manage the day to day operations of a number of applications ensuring stability and the smooth operation of the applications. A specialist for project delivery and/or operations in the given business area, you will partner with Business Stakeholders and DDIT Strategic Business Partners for demand analysis, solution proposal/evaluation and project delivery. Driving operations of systems and applications in scope (both Global and Local), ensuring their stability and integrity and meeting customer service levels.

About the Role

Manage operations for systems, tools and applications, ensuring their stability and integrity, while meeting customer service levels.
Responsible for the following processes: incident/problem management, escalation management, user/account management and knowledge management.
Monitor all events that occur in the IT environment to allow normal operations and to detect and escalate 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 and critical local applications

MAJOR ACCOUNTABILITIES:

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:
Identify, log, categorize, prioritize, resolve incidents and raise a problem if required
Ensure that incidents are followed up and solved appropriately
Manage the lifecycle of incidents and minimize their adverse impact on business operations
Identify, investigate, and report on incidents and review findings with key stakeholders
Coordinate crisis management with relevant stakeholders, if required
Oversee problem management and drive identification of root causes as well as sufficient prevention of recurrences
Ensure adherence to documented operational procedures to maintain system integrity
Ensure that configuration items are identified, accounted, reported, verified and audited (where applicable)
Ensure proper user and access management
Ensure appropriate operational service documentation is created and accepted by stakeholders
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
Coordinate fulfilment of service requests and conduct monitoring, tracking and reporting
Responsible for capacity and life cycle management for the systems, tools under his/her accountability
Take accountability to ensure adherence with Security and Compliance policies and procedures within Operations Expert service scope
Ensure ISRM compliance requirements implementation and adherence

Requirements:

Degree in Engineering, Information Technology or related field.
Good communication skills
Fundamental ITIL knowledge
Strong in providing and designing infrastructure solutions
Good understanding on infrastructure assets and how they are managed currently
Know-how on technical application enterprise landscape
Good experience in Saa S Cloud Application Management
5+ years of IT experience and good awareness of all IT processes (ITIL)
Experience in Transformation Planning and Execution
High level of customer focus with proven problem solving skills
Experience in managing IT Management Tool suite and Process services
Manage both IT and Non-IT customers
Experience of working in IGM classified environment

Why Novartis: Our purpose is to reimagine medicine to improve and extend people’s lives and our vision is to become the most valued and trusted medicines company in the world. How can we achieve this? With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us! Learn more here: https://www.novartis.com/about/strategy/people-and-culture

You’ll receive: You can find everything you need to know about our benefits and rewards in the Novartis Life Handbook. https://www.novartis.com/careers/benefits-rewards

COMMITMENT TO DIVERSITY AND INCLUSION:
Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.

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

Czech Republic

Site

Prague

Company / Legal Entity

CZ02 (FCRS = CZ002) Novartis s.r.o

Job Type

Full time

Employment Type

Regular

Shift Work

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