Application Portfolio Manager Mac
F. Hoffmann-La Roche Ltd
San Rafael, Costa Rica
hace 2 días

Purpose

Responsible within the Application Provisioning team for the packaging, deployment and lifecycle management of the Mac application portfolio in the Roche / Genentech global organization

Service in scope : ensuring the seamless delivery of Mac client applications to Roche / Genentech business customers according to agreed timelines and quality, with an optimal experience for the end user.

Involves : managing customers requests, gathering customer & service desk input, and the continuous optimization of the implemented delivery processes.

Reports to

Application Provisioning Unit Lead.

None

Key activities and Deliverables

  • Managing all delivery and portfolio aspects for applications that are running on platforms as Mac and on request for Windows and Smartweb
  • Coordinating change requests throughout the life-cycle of the application and overseeing and coordinating and implementing configuration items administration
  • Ensure that all managed Mac applications are supported effectively for maximum availability and reliability in compliance with Roche / Genentech IT application support standards.
  • Driving operational activities to successful completion, ensuring continuous delivery on results according to the agreed service levels and managing incidents, problems, changes and releases
  • Coordinates and implements configuration items administration
  • Manages incidents, problems, changes and releases.
  • Tuning capacity and performance by fostering an environment of continuous improvement
  • Single point of contact for Application Owners;Stakeholder management with Application Owners , requesters, IT Functions , IT partners.
  • Interfacing with functional teams to coordinate all customer-impacting activities, such as release management, change management, SQA, etc.
  • Managing internal and external customer situations including problem resource management, internal and external communication, and overall escalation.
  • Become a reference in one of the primary technologies, including the participation in the rollout coordination tasks for new systems or synchronized rollouts for applications, problem escalation and new projects involvement.
  • Responsible for giving guidance around all assessment and testing activities with the assigned business partners / IT Function Coordinator / Application Owner and ensuring the readiness of the application portfolio for new versions of Mac OS.
  • Join project teams on request and provide senior specialist consultancy on process and technology changes.
  • Ensures ITSM framework, CPE processes, tools and SOPs are implemented, utilized and supported end to end.
  • Job skills required

  • Experience working with the Apple Mac Platform & Operating Systems, Casper, Mac Imaging and packaging process.
  • Familiarity with Client Computing and SW Distribution capabilities in a global environment and strong understanding of Computer Systems Validation and working experience in Validated environment;
  • project management experience and in Life Science or another regulated sector are an advantage

  • Strong track record in ensuring the delivery of business benefits from projects and ability to collaborate and influence widely with technical and non-
  • technical stakeholders across all aspects of service delivery, service definition and service development

  • Multicultural and international experience preferred.
  • Previous Experience in a large Global organization.
  • Responsible and reliable.
  • Strong communication skills.
  • Strong oral and written communication skills in English. German, Spanish are significant advantages.
  • Qualifications and experience required
  • Bachelor or equivalent degree in informatics or computer science
  • 5+ years of professional experience in informatics
  • 2+ years experience working with the Apple Mac Platform
  • ITIL Foundation is a must, ITIL Expert desirable
  • Knowledge of MAC imaging process (Crispr) and packaging process
  • Strong knowledge of MAC Casper distribution tool and deployment policies.
  • Troubleshooting and problem experience are helpful.
  • Basic knowledge of Terminal application.
  • Knowledge of Shell Scripting (BASH) is a plus.
  • General knowledge of Service Now is a plus.
  • Agile Methodologies as SCRUM / Kanban
  • Project management experience is a plus
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