To maintain consistent configuration, implementation and operation support of the Messaging and Collaboration platforms (e.g. Google Apps).
To solve incidents, implement changes and participate in troubleshooting activities in a very regulated environment and always following the approved processes.
Messaging and Collaboration Late shift Unit Lead.
Key activities and Deliverables
Monitor, troubleshoot and resolve incidents with platform operations.
Configure, implement and optimize platforms, according to engineering instructions.
Manage incidents, problems, changes and releases.
Tune platform capacity and performance.
Comply with OLAs and QA requirements.
Ensure ITSM framework, CPE processes, tools and SOPs are implemented, used and supported.
Become a reference in one of the primary technologies, including the participation in the rollout coordination tasks for new systems, problem escalation and new projects involvement.
Job skills required
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.
Previous Experience in a large Global organization.
Completes tasks and assignments with a strong customer focus and a highly responsive service delivery and support ethic.
Responsible and reliable.
Strong communication skills.
Takes a proactive, collaborative and supportive approach when interacting with colleagues.
Strong oral and written communication skills in English. German, Spanish or Chinese (Mandarin) are significant advantages.
Moderate to extensive travel required and ability to work across multiple time zones, including some on-call and extended hours work, as required.
Qualifications and experience required
Bachelor’s degree in computer science, engineering or business field, or equivalent experience.
2 + years’ experience with proven track record of running high performing environments.
ITIL Service Management training and certification preferred.
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 desirable
Experienced in providing solutions aligned with standards, security, validation, capacity, high availability and identifying associated risks
2+ Years’ experience with some or all of the following technology :
Google Vault and email archiving systems
MobileIron and iPhone / iPad / Android, especially iOS
MTAs (Sendmail, Fast path, Mirapoint)
Standard email protocols (SMTP, IMAP, pop, etc).
Networking basic knowledge (TCP / IP, DNS etc)
AntiSpam and antivirus solutions (Proofpoint, Mailmarshall, FireEye, trend micro)
SMS (short message gateways)
Powershell high and consistent skills
Outlook 2010 and above.
Roche is an equal opportunity employer.
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