Service Operations Expert Quality
Hyderabad, AP, India
6d ago

Job Description

Is accountable for managing the QEM systems portfolio (TrackWise)) in the Novartis Business Services (NBS) Application Management Services organization across the relevant business process areas through providing 24x7 application services to business users for 90+ manufacturing sites across NT.

  • Provides governance of application management services with a focus on the following main processes :
  • o Configuration and Asset Management

    o Event, Incident and Problem Management

    o Knowledge Management

    o Release Management

    o Availability and Capacity Management

    o Service Catalogue and Service Level Management

    o Performance Management (KPIs, CSAT)

  • Escalation and Business Continuity Management
  • Ensures close alignment with the 1st & 2nd level application support desks
  • Analyses performance metrics to continuously improve the application services
  • Works closely with the Regional Business Partnering and Service Delivery functions to manage application lifecycle / roadmaps in conjunction with the business
  • Ensures effective handover from project phase to operational mode
  • Ensures change advisory boards are established for all applications
  • Chairs functional IT application review boards
  • Facilitates service reviews with business application owners but also 3rd party service providers for applications
  • Ensures smooth interaction with other service providers (internal or external) and that services are delivered within expected service levels (SLA, KPIs)
  • Ensures that all internal processes are delivered in full compliance with all applicable internal (e.g. IGM Framework) and external (e.g. GxP) regulations
  • Ensures that the standard Novartis Global IT Tools and Processes are used consistently and adheres to ITIL best practices
  • Ensures joint internal and external teams have the right skills and knowledge
  • Ensures all internal and external resources get trained and certified timely
  • Supports preparation of audit packs for each application and keeps it up-to-date
  • Drives productivity improvements and ensures compliance with financial guidelines
  • Pro-actively drives data integrity and management capabilities for all applications Decision Making :
  • Decides on application-specific escalations
  • Decides on application-specific continuous improvements
  • 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.

    Minimum requirements

    3rd level degree in Information Technology or Science related disciplines. English 5+ years’ experience within the QEM sphere, preferably including both project and system management experience specifically with Sparta TrackWise.

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