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.
Application Provisioning Unit Lead.
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
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.