CAREER LEVEL: E
Leverage technology to impact patients and ultimately save lives
Do you have expertise in, and passion for, information technology? Would you like to apply your expertise to impact the IT strategy in a company that follows the science and turns ideas into life changing medicines? If so, AstraZeneca might be the one for you!
ABOUT ASTRAZENECA
AstraZeneca is a global, science-led, patient-focused biopharmaceutical company that focuses on the discovery, development and commercialisation of prescription medicines for some of the world’s most serious disease. But we’re more than one of the world’s leading pharmaceutical companies. At AstraZeneca we’re dedicated to being a Great Place to Work.
ABOUT OUR IT TEAM
It’s a dynamic and results-oriented environment to work in – but that’s why we like it. There are countless opportunities to learn and grow, whether that’s exploring new technologies in hackathons, or redefining the roles and work of colleagues, forever. Shape your own path, with support all the way. Diverse minds that work cross- functionally and broadly together.
ABOUT THE ROLE
The Problem Manager will manage all problem management activities to ensure that services are delivered in accordance with Service Level Agreements and business requirements, and new and improved services are developed and implemented without risk to business functions. The role will also focus on the development and implementation of performance measurement and management mechanisms to drive service enhancements and seek opportunities to enhance IT’s contribution and value to the business.
They will work to minimise the adverse impact of Incidents and Problems on the business, and to prevent recurrence of Incidents. To achieve this goal, Problem Management seeks to identify the root cause of incidents and initiate actions to improve or correct the situation. The Problem Management process has both reactive and proactive aspects. The reactive aspect is concerned with solving Problems in response to one or more Incidents. Proactive Problem Management is concerned with identifying and solving the underlying causes of Incidents before they have detrimental service impact.
The Problem Manager is to work as part of a global team of Problem Managers and Problem Coordinators focused on AZ IT service continuity ensuring that service is delivered in accordance with business requirements and expectations. Where new and improved services are developed and implemented the Problem Team should be on alert to any immediate issues or hypercare recognitions to ensure mitigation early in service life. The role will work closely with the Regional MIM & Monitoring Leads to be proactively involved at the start of high priority incidents or alerts to gain information in the moment to support the RCA and preventative activities. They will be an advocate and ambassador for the Problem Management process across IT and the business. They will contribute to the performance measurement of problem management activities and actively contribute to improvement opportunities or ideas to enhance delivery of value to the business.
Problem Management
Initiating and managing problem investigations, either by request or for agreed priority of Incidents, to identify the service impact, root cause, aggravating factors (i.e. factors causing service impact to be exacerbated), key steps to restore service, and identify and progress the relevant actions to eradicate or mitigate these Incidents
Ensuring comprehensive communications of learning and corrective action following Incidents across the relevant functions and partners within the organisation. Collaborate with Service Owners on communication of Service Improvement Plans and implementation.
Acting as an issue point for Problem Coordinators in the team.
Analysing data relating to IT Services to identify and drive Service Improvement Plans, and deliver an enhanced customer experience and/or improved business performance
Delivering regular reporting on IT Service performance/trends, and progress of both Problem investigations and Service Improvement Plans, to the relevant partner communities
Managing the risks and issues relating to specific IT services, adopting an agreed Risk and Issue Management Methodology
Driving continuous improvement of the Problem Manager role and the wider organisation relating to IT Services
Owning, driving and communicating service & business performance through agreed critical metrics, Problem investigation reports and progress on Service Improvement Plans aimed at stabilising and/or improving the critical metrics
Assess internal and third party supplier services against relevant Service Level Agreements (SLAs) and customer satisfaction requirements and lead periodic verifications of supplier counts in relation to consumption of services and associated invoicing
Manage problem management processes including and tools in accordance with AstraZeneca standards and procedures.
Engage with key partners to understand business challenges and service issues.
Work cross-functionally with:
Integrated assurance to support internal and external assurance activities
Third party suppliers on operational issues affecting applications from a designated service area
Education, Qualifications and Experience
Essential
The role holder should have a broad understanding of IT Service Management process standard methodologies
A self-starter with high levels of drive, energy, resilience and a desire for professional excellence
Proven capability for assessment of complex business issues and successful delivery of measured improvement initiatives
Strong analytical skills and experience of related toolsets, with the ability to communicate clear information related to Incident, Problem and Service Management issues based on analysis and extraction of performance data from various sources
Ability to form effective partnerships with internal and external partners and to gain commitment to deliver against targets. Ability to influence partners at multiple levels and clearly communicate requirements
Ability to make decisions in pressure situations at a management level
An ability to work effectively in a matrix organization
Ability to collaborate across different technologies
Application of policies, procedures and guidelines and sharing a point of view to business group
Experience of risk management and assessment
Desirable
Business Administration / Information Service Degree
ITIL training / service management accreditation
Technical skills, awareness and experience
Skills and Capabilities
Essential
Good communication and facilitation skills
Desirable
Ability to work well in diverse, multinational teams and demonstrable ability to influence others to achieve positive outcomes
WHY JOIN US ?
We’re a network of high-reaching self-starters who contribute to something far bigger. We enable AstraZeneca to perform at its peak by delivering premier technology and data solutions.
We’re not afraid to take ownership and run with it. Empowered with unrivalled freedom. Put simply, it’s because we make a significant impact. Everything we do matters.
SO, WHAT’S NEXT?
Are you already envisioning yourself joining our team? Good, because we’d love to hear from you! Click the link to apply and we’ll be in touch as soon as we can.
WHERE CAN I FIND OUT MORE?
Our Social Media, Follow AstraZeneca on LinkedIn https://www.linkedin.com/company/1603/
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
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