As a , you will be based in San José, Costa Rica. You will be working at Roche Global Shared Service Center, which is one of the Roche Shared Services Centers worldwide providing IT, Finance, Procurement services to various countries in the Americas region.
In this role you will be reporting to Messaging and Collaboration Late Shift Unit Lead.
You will drive operational excellence and provide business guidance to ensure the accurate and timely delivery of IT Shared Services to affiliates across all divisions, business units and locations.
You will also develop strategic plans and drive on-boarding processes, projects, and improvements for the Shared Service Center.
This role requires significant interactions with business Subject Matter Experts, Business Partners, senior business leaders, and / or various other internal stakeholders both locally and globally to understand stakeholder needs, optimize operations, align and harmonize system requirements, and drive required change management effectively.
Your main task will include :
Monitor, troubleshoot and resolve incidents with platform operations.
Configure, implement and optimize platforms, according to engineering instructions.
Manage incidents, problems, changes and releases.
Tune platform capacity and performance.
Comply with OLAs and QA requirements.
Ensure ITSM framework, CPE processes, tools and SOPs are implemented, used and supported.
Become a reference in one of the primary technologies, including the participation in the rollout coordination tasks for new systems, problem escalation and new projects involvement.
As the ideal candidate for this role, you have a Bachelor’s degree in computer science, engineering or business field, or equivalent experience.
Demonstrated willingness to cross train and to learn additional technical expertise.
Demonstrated interpersonal, collaborative and commitment to operational excellence skills.
Multicultural and international experience preferred.
Previous Experience in a large Global organization.
Completes tasks and assignments with a strong customer focus and a highly responsive service delivery and support ethic.
Responsible and reliable.
Strong communication skills.
Takes a proactive, collaborative and supportive approach when interacting with colleagues.
Strong oral and written communication skills in English. German, Spanish or Chinese (Mandarin) are significant advantages.
Moderate to extensive travel required and ability to work across multiple time zones, including some on-call and extended hours work, as required.
Your further qualifications are :
ITIL Service Management training and certification preferred.
Strong hands-on technical skills, operational background, and working experience with infrastructure technologies and business applications
Strong understanding of Computer Systems Validation and working experience in Validated environment desirable
Experienced in providing solutions aligned with standards, security, validation, capacity, high availability and identifying associated risks
2+ Years’ experience with some or all of the following technology :
Google for Enterprise Exchange 2010 and above Rightfax 10x Google Vault and email archiving systems MobileIron and iPhone / iPad / Android, especially iOS BestInformed MTAs (Sendmail, Fast path, Mirapoint) Standard email protocols (SMTP, IMAP, pop, etc).
Outlook 2010 and above.
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