1. The Position
Provides expert level technical support and ensures that the technical operations are maintained with a consistent configuration, implementation & operation.
Expert coordination of all aspects of the technical support of the Internal, External and Managed Services part of the Messaging and Collaboration platforms.
Provide analysis of Incident / Problem and Change reports, to identify gaps and opportunities for improvements.
Tunes capacity and performance by involving the Senior members.
Ensure that we comply with Operating Level Agreements and Quality requirements.
Ensures ITSM framework, CPE processes, tools and SOPs are implemented, utilized and supported end to end.
Vendor Support and Management. Experience with dealing with Google and Apple Enterprise Support is essential
React to create Workarounds and Escalations for the possible unplanned changes imposed by the Vendors, and address and ensures that the team resolves any possible issues quickly and effectively.
Taking active part in the technical solutions and projects to ensure that the impact to the current service is kept to the minimum.
Keeping a close relationship with the key stakeholders (ENG, Architecture and Solution Owners) to be aware of the up and coming technology and service changes.
Encourage and ensure that senior member’s improvement proposals are being implemented in production, where it makes sense.
As part of the Continuous Improvement Cycle Methodology
Ensuring that there are fluent communication to Solution Owners and Regional Service Centers. Thus the necessary user communication could be provided and the local support teams are aware of any possible impact. (OCM Management)
Provide continued feedback to the team management about the above topics.
Experience and Skills
5 -9 years management / coordination experience with proven track record of running high performing environments in multiple areas of business domain or technology.
Experience in working, collaborating and coordinating in virtual environments.
Project management and coordination skills are necessary.
Strong communication skills both in written and spoken.
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
ITIL Service Management certification (Foundation required, Practitioner and experience strongly preferred)
Experienced in providing solutions aligned with standards, security, validation, capacity, high availability and identifying associated risks
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
Adaptable to change in a large organization
Openly demonstrates a thorough understanding and support of Roche Values, Leadership competencies and PG competencies and actively practices them
Completes tasks and assignments with a strong customer focus and a highly responsive service delivery and support ethic
Responsible and reliable
Inspiring and empowering leadership style
Energy and drive to deliver through team
International mindset with clear goal orientation
Takes a proactive, collaborative and supportive approach when interacting with all colleagues
The Technical Specifications :
5 Years’ experience with some or all of the following technology :
Google for Enterprise (all GApps suite) Mobility : iPhone / iPad / Android / MobileIron Standard email protocols (SMTP, IMAP, pop, etc).
Exchange 2007 / 2010 / 2016 Hangout, Meet, Webex Outlook 2010 and above Rightfax Archiving systems BestInformed MTAs (Fortimail, Proofpoint) Networking basic knowledge (TCP / IP, DNS etc) AntiSpam and antivirus solutions (FireEye) SMS (short message gateways) Powershell high and consistent skills Java or Python scripting
At Roche, 94,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-
focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Roche is an equal opportunity employer.
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