Service Operations Manager--Integrated Predict and Prevent Operations
Nov Hltcr Shared Services Ind
Hyderabad, AP, India
2d ago

Job Description

628 - Applications hosted in the Cloud (SaaS, PaaS, IaaS). 80+ projects that require Public Cloud Infrastructure. 1500% increase in footprint on Azure, 200% on AWS to collaborate on how we reimagine medicine.

Would you like to be part of our Data & Digital transformation journey enabling our business strategy as part of Technology & Infrastructure services ?

Come learn how you can be part of this amazing journey.....

Your responsibilities include, but are not limited to :

  • Manage Integrated Predict and Prevent Operations for TIS Service Management operations in order to ensure stability and availability of IT Infrastructure, The Service Operations Manager Integrated predict and Prevent Operations will lead management of day to day Service Management operations in the most cost effective manner
  • Responsible for : Integrated incident management and Event Management across TIS. Run Service improvement and predict and Prevent operations for TIS.
  • Focus to reduce unplanned down time to IT Infrastructure as well as to Operationally Critical Applications (OCA),Manage a service operations with standardized services, processes and tools to provide efficient, high quality services

  • Provide highest business value through effective management of IT resources (people, financial resources, and services) related to the function,Meet customer and internal IT service levels and proactively drive continuous service improvement collaboration with the Service excellence team of the Function,collaborates with the rest of NBS IT to ensure quality services are seamlessly delivered to the business stakeholders.
  • To ensure strong vendor Governance. Oversee day-to-day operations of all systems and applications in scope to ensure stability, integrity and availability of It Infrastructure and OCA

  • 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 Position Purpose, Manage the lifecycle of all TIS events / incidents and minimize their adverse impact on business operations.
  • Ensure that incidents are followed up and solved appropriately. Ensure adherence to documented operational procedures, Ensure that configuration items are identified, accounted, reported, verified and audited, Ensure appropriate operational service documentation is created and accepted by stakeholders, Ensure Service management Governance across TIS vendors for operational control and effectiveness.

    Manage team effectively and efficiently.

  • 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 applications.
  • Take accountability to ensure adherence with Security and Compliance policies and procedures within Operational scope

  • Collaborate with service lines and Service Assurance on Service Management aspects. Lead 24 x 7 x 365 operational team to drive all Infra Incidents until the outage is resolved and fully documented, Building and growing a high performance team.
  • Publish regular monthly reports on time. Service continuity planning,

  • Provide oversight to monitor and address Critical business applications, and critical sites availability. Ensure that Incident and Event Management are implemented are aligned with global processes.
  • Proactively identify opportunities for service improvements; directly address and eradicate unacceptable levels of service, Manage the resource and capacity plans in line with operational priorities and strategies.

    Minimum requirements

  • BTech in computer Science from a reputed institution
  • Strong knowledge of IT service management and experience in service improvement. Preferably ITIL Intermediate certified
  • Experienced in leading global cross functional teams and managing relationships with business customers
  • Proven leadership, communication, Project and people management skills
  • 10 years of experience in IT service operations, total 15 years’ and at least 5 Key Performance Indicators
  • Why consider Novartis?

    750 million. That’s how many lives our products touch. And while we’re proud of that fact, in this world of digital and technological transformation, we must also ask ourselves this : how can we continue to improve and extend even more people’s lives?

    We believe the answers are found when curious, courageous and collaborative people like you are brought together in an inspiring environment.

    Where you’re given opportunities to explore the power of digital and data. Where you’re empowered to risk failure by taking smart risks, and where you’re surrounded by people who share your determination to tackle the world’s toughest medical challenges.

    We are Novartis. Join us and help us reimagine medicine

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