JD - Team Lead, Authentication Management
The Authentication Management - Team Lead works in IT Operations, and within Global IT Infrastructure & Solutions. The individual is accountable for managing a global team, and in ensuring that world-
class support services are provided by the team. As an organization, consumer experience’ is of utmost importance to us.
In this role, you are primarily responsible in leading and managing a team of senior specialists, ensuring the appropriate management and execution of people performance and people development processes.
In addition, you are responsible for ensuring reliable operational support, predictable performance, tactical lifecycle management and efficient continuous improvement of the underlying technologies.
This is in providing our valuable customers access to the corporate resources such as systems and applications, using technologies related to Strong Authentication, Encryption and Remote Connectivity.
As a part of IT Operations, you’ll naturally be working closely with the other Operations teams, Engineering, IT Security Governance and Quality organizations.
Your main responsibilities are :
Lead and manage a global team of Senior Specialists and Supervisor(s) in providing world -class operational support for Strong Authentication, Encryption and Remote Connectivity infrastructure components.
Apply employee Performance and Development processes while striving for operational excellence. Contribute and provide input for the yearly Compensation Management Process.
Overall accountability for a remote Managed Service Provider delivering second level support.
Ensure high level of customer satisfaction in promptly responding to requests, resolving incidents and managing changes.
Accountable for platform installation, daily administration, technical support and in maintaining a consistent configuration.
Accountable for the release management and tactical enhancement of the components.
Constantly monitor the quality of service by reporting on metrics, KPIs and stakeholder input.
Proactively monitor systems and platforms for performance, availability and capacity management and ensure that the solution and component escalations are minimized.
Perform active stakeholder management by assessing the needs, requirements and challenges main stakeholders are facing towards your services and address them accordingly.
Perform all processes and procedures to ensure that the corresponding services meet defined SLAs / OLAs for availability and performance.
Ensure procedures, processes and documentations are in compliance with regulatory guidelines and organizational standards.
Relevant concepts of ITIL and GxP are understood, implemented and followed. These include Request Management, Incident Management and Change Management.
Contribute to the enterprise project roadmap definition. Responsible for the delivery of the respective global projects, ensuring that business requirements are fulfilled, quality standards are followed, smooth operational transition is ensured and appropriate organizational change management is performed.
Operational budget responsibilities for owned components, this includes the management of software licenses and maintenance contracts renewal with vendors and third party suppliers.
Actively focus on own self -development in creating actionable plans to improve.
Who you are
You’re someone who wants to influence your own development. You’re looking for a company where you have the opportunity to pursue your interests across functions and geographies, where a job title is not considered the final definition of who you are, but the starting point.
For this position, you bring the following experience, skills & qualifications :
7 to 9 years of people management and leadership experience working in a major global organization, preferably in a regulated industry and in providing services aligned with standards, security, validation, capacity and high availability.
Bachelor’s Degree in computer science, engineering or a related discipline OR recognition of prior working experience which is equivalent.
Strong experience in IT Security technologies and working experience in validated environment. Working experience with leading technologies such as Pulse Secure, Citrix NetScaler, Entrust, RSA, Symantec Encryption Server is highly beneficial.
Strong hands-on technical skills, operational background, and working experience with infrastructure technologies and business applications is an asset.
Strong understanding of operational process design and experienced in working with external service providers.
Strong understanding of Computer Systems Validation and working experience in validated environment.
Good understanding of IT Security systems and landscape with in depth knowledge of authentication and authorization technologies.
Takes a proactive, collaborative and supportive approach when interacting with colleagues.
Committed to operational excellence, with 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. Excellent communication, stakeholder management, negotiation and documentation skills.
Proven and strong interpersonal skills to interact effectively with individuals at various levels in the organization and in multiple countries and / or varying cultures.
Strong verbal and written English is critical to the success of this role.
Occasional international travel is required.
Who we are 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.