Service Operations Monitoring Team Lead
Eurofins Costa Rica
Heredia, Heredia Province, Costa Rica
hace 11 días
Company Description

Eurofins Scientific is an international life sciences company which provides a unique range of analytical testing services to clients across multiple industries. The Group believes it is the world leader in food, environment and pharmaceutical products testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and for supporting clinical studies. In addition, Eurofins is one of the key emerging players in specialty clinical diagnostic testing in Europe and the USA.

Group's key figures are approx. 3 billion Euros turnover, more than 650 laboratories across 45 countries and more than 45.000 staff.

Eurofins Costa Rica possesses an experienced team, a new service model, a philosophy that will provide you with high quality, trustworthy as well as efficient IT infrastructure services for our internal customers worldwide and including but not limited to: Design, Administration and Operations of Datacenter Networking, Database, Automation, Virtualization, storage, etc.

Eurofins is a Young, Dynamic and Growing organization with lot of career growth prospects. We strongly believe that ‘Our people are our assets’ and we ensure that all our staff are provided with great work environment, good benefits and challenging Global projects to enable a fulfilling career. We are committed to provide enriching experience to our employees.


Job Description

OBJECTIVE:

  • The main objective of this position is to deliver high quality Infrastructure support by guiding the eyes-on-glass monitoring team to effectively react to IT Events and IT Incidents; collaborating with global teams and contributing to the uptimes of IT Services; while following ITIL Methodology and Eurofins Policies.
  • SUMMARY OF ROLE AND OBJECTIVES:

  • Manage the end-to-end operations of the GSOC (Global Service Operations Centre) operations as per Eurofins IT Alert Management, Incident Management process and procedures.
  • Be single point of contact for Management as well as Customers for the GSOC Operations.
  • Be able to guide the GSOC engineers on all operational aspects and achieve the expected Service Level commitments.
  • Monitor and maintain the IT environment within Eurofins enterprise covering both IT Infrastructure and IT Applications.
  • Enable the team to perform initial troubleshoot and validation of all IT alerts and as required trigger relevant escalations and follow-ups to resolve such IT alerts.
  • Engage in new service transitions to GSOC monitoring by following relevant transition structures and owning such topics end-to-end. 
  • Coordinate with global teams to achieve the expected deliverables like standard operating procedures, trainings to the team, monitoring setup as per the requirements from service owners etc.
  • Obtain and maintain required standard operating procedures for the GSOC team. In some cases, get such procedures developed in collaboration with the other IT support teams.
  • Deliver defined operational and KPI reports to appropriate Management personnel at agreed times.
  • Managing Major Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved efficiently.
  • Chairing conference calls and/or group chats with participants including Service Managers, Technical Support teams, senior management and vendors.
  • Regular notification to senior leader ship of current status and business impact during major incident situations.
  • Post incident document to assist to identify the root cause of the incidents.
  • Ensure proper escalation procedures are followed and correct support teams are engaged to troubleshoot the issue within timelines. Make sure a group chat is in place and followed by bridge call for all major incidents.
  • Email notifications, SMS to be triggered in case of Major Incident within the given time lines.
  • Send follow ups and updated notifications based on the priority or whenever valid updates are available.

  • Qualifications

    EXPERIENCE:

  • 8 years of total experience in Infrastructure.
  • BS Degree in Information Technology or comparable field or relevant work experience.
  • Minimum 3 years of Monitoring Operations experience or specialization in:
  • o Network Monitoring Operations.

    o Application Monitoring Operations.

    o Server/Database Monitoring.

    o General technical know-how of IT Infrastructure areas – network/databases/servers.

    o General technical know-how of enterprise IT applications, their workflows etc.

    TECHNICAL SKILLS:

  • A deep understanding and contextual experience with:
  • - ITIL-based Event, Incident, Problem management experience.

    - IT monitoring Operations.

    - Cisco networking or Microsoft Server certifications is a plus.

  • Background with IT Systems (Windows operating systems, VMware and NetApp).
  • Basic understanding and experience in IIS, ASP.NET, along with any other type of application monitoring and troubleshooting knowledge.
  • Effectively collaborate with Server, Network, Database, Application support teams during Incident troubleshooting and Incident bridges.
  • Must have the technical aptitude to learn, apply and solve technological solutions and/or challenges.
  • Expertise in Microsoft Office: Outlook, Word, Excel, PowerPoint.
  • PERSONAL SKILLS:

  • Must handle responsibilities by multi-tasking, working independently and with minimal direction. Must deliver objectives both individually and by interaction with others, therefore must demonstrate an understanding of organizational functions and departments.
  • Must have 24/7 availability.
  • Must possess strong interpersonal skills and have the ability to interact with all levels of employees in a professional manner.
  • The GSOC is a fast paced environment, critical thinking is essential. Ideas will be extrapolated from one situation to another.
  • Strict adherence to company policies, confidentiality, and mature judgment must be demonstrated at all times.
  • Autonomous – Flexible - Proactive – Analytical – Rigorous – Business focused – Good communication and writing skills – Risk oriented sensitivity.
  • Ability to coordinate project tasks from inception to completion including coordination of work with different individuals and teams is mandatory


  • Additional Information


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