To provide customers’ single sign on experience supporting Federation and Reverse Proxy infrastructure. To be responsible for the day to day operational support, performance, tactical lifecycle management and continuous improvement of the respective IT infrastructure.
To work closely with the Enterprise Architecture, Engineering, Project and Portfolio Management, Procurement, Finance, Security, Governance and Quality IT departments.
Key activities and deliverables
Provide 2nd and 3rd level support. Operationally manage and support the corresponding SSO, Federation, Reverse Proxy infrastructure, Apache servers and its associated components and applications.
Be responsible for hardware and software platform installation, system administration, technical support and in maintaining consistent configuration.
Monitor the over-all service offering, individual systems for performance, availability and capacity management and ensure that the solution and component escalations are proactively minimised.
Promptly respond to customer requests, resolve incidents and implement changes, ensuring a high level of customer engagement and satisfaction.
Perform all administrative processes and procedures to ensure that the solutions and components meet defined SLOs or SLAs for service availability and performance.
Ensure procedures, processes and documentation are in compliance with regulatory guidelines and organizational standards.
Ensure audit readiness. Understand, implement and follow relevant concepts of ITIL, GxP and Project Management. These include Request Management, Incident Management, Change Management, Problem Management, Document Management, Qualification and Validation and Project Management.
Participate in relevant IT projects and operational activities, outside of normal day to day activities / tasks. Actively focus on own self-development and create actionable plans to improve.
Job skills required
Willingness to continually evolve, acquire and maintain the technical and soft skills appropriate to the requirements of this position.
Takes a proactive, collaborative and supportive approach when interacting with colleagues. Committed to operational excellence, with a willingness to cross-train and to learn additional technical expertise.
Strong customer focus and a highly responsive service delivery and support ethic. Adaptable to change in a large organization.
Proven interpersonal skills to interact effectively with individuals in multiple countries and in varying cultures. Excellent communication, negotiation and documentation skills.
Strong spoken and written English. Provide 24x7 on-call support. Flexibility regarding working hours. Occasional international travel is required.
Qualifications and experience required
5-9 years of experience working in a major global organization, preferably in a regulated industry and in providing solutions aligned with standards, security, validation, capacity and high availability.
Bachelor’s Degree in computer science, engineering or related discipline or recognition of prior working experience, which is equivalent to industry accredited certification.
Strong hands-on technical skills with an IT operations background. Working experience with infrastructure technologies, business processes and applications with a strong focus on : Ping Identity (Ping Access, Ping Identity) and Computer Associates’ Single Sign On and Federation solutions.
Experience with Linux systems would be also desirable. Strong understanding of Computer Systems Validation and experience in validated environments.
Good understanding of IT Security systems and landscape with an in-depth knowledge of authentication and authorization technologies.
Our success is built on innovation, curiosity and diversity.
Roche is an equal opportunity employer.