Service Operations Manager Storage
Novartis AG
Hyderabad, AP, India
7d ago

Job Description

Manage operations of systems and applications in scope, ensuring their stability and integrity, and meeting customer service levels.

Operate hosting services and collaborate with the rest of NBS IT to ensure quality services are seamlessly delivered to the business stakeholders as per agreed own and other IT Units service descriptions.

Manage Storage Operations with standardized services, processes and tools to provide efficient, high quality industrialized services.

Meet customer and internal IT service levels and proactively drive continuous service improvement in close collaboration with the Service excellence lead of the Function.

  • Oversee and monitor day-to-day operations of all systems and applications in scope to ensure stability, integrity and business continuity -
  • Ensure all services / major accountabilities (based on ITOM Role, Anchor Role, Design Authority Input / function Input) are delivered to the agreed SLAs -

    Monitor, measure, report and review performance of services in close collaboration with Service Performance Managers - Manage the lifecycle of incidents and minimize their adverse impact on business operations -

    Ensure that incidents are followed up and solved appropriately - Oversee problem management and drive identification of root causes as well as sufficient prevention of recurrences -

    Ensure adherence to documented operational procedures to maintain system integrity - Ensure that configuration items are identified, accounted, reported, verified and audited -

    Ensure appropriate operational service documentation is created and accepted by stakeholders - Responsible for application lifecycle management and its continual improvements -

    Manage and support applications to meet the needs of a defined business area, including providing technical support to the Business and IT -

    Maintain and ensure all application data is consistent across the various repositories e.g. Clarity and RoD. - Implement a vendor strategy, if required -

    Monitor suppliers involved in operations - Enable knowledge about systems and services is collected and distributed to enable effective support -

    Ensures that the relevant resources from the underpinning IT services are engaged in the delivery and support of the IT application.

  • Take accountability to ensure adherence with Security and Compliance policies and procedures within Service / Solution Operation scope Additional accountabilities (optional)) -
  • Drive ramp up of storage operations team - Implement new data protection solution to reduce operational cost and simplify the existing distributed environment -

    Evaluate and implement companywide object storage solution

    Minimum requirements

  • Engineering graduate - Professional certifications in Storage, Data Protection, Network and Virtualization. Business fluent in English (written and spoken) -
  • Minimum 10 years of experience in IT infrastructure area - Minimum 5 years of people management experience - Experience leading cross-

    functional teams and managing relationships with business customers - Proven leadership, communication and management skills -

    Proven ability to work effectively and collaboratively in a complex matrix organization - Proven ability to understand and influence stakeholders within and across the function, building trust and driving the change agenda leveraging both the formal and the informal elements of the organization -

    Proven ability to deal with uncertainty, adjusting course as the circumstances change, without jeopardizing the end goals and the achievement of the strategic objectives

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