Global Service Expert, Executive IT Support
Responsibilities:
* Manage the delivery of one or more systems, tools or applications and ensure their stability, integrity and business continuity.
* Ensure services are delivered to the agreed SLA, including reviewing supplier performance based on the agreed SLAs and KPIs.
* Identify, investigate, and resolve incidents, report on incidents and review findings with key stakeholders.
* Address problems by driving identification of root causes and prevention of recurrences.
* Ensure that an up-to-date asset inventory is maintained and only authorized components are used; coordinate configuration management database changes and ensure that configuration items are identified, accounted, reported, verified and audited.
* Ensure proper user and access management.
* Ensure adherence to documented operational procedures and quality standards, and that appropriate operational service documentation is created and accepted by stakeholders.
* Support Service / Solution Operations Manager in technical topics, including reporting of technical complaints / adverse events / special case scenarios related to Novartis products within 24 hours of receipt and distribution of marketing samples (where applicable).
Key Performance Indicators:
* Quality of service provided
* Adherence to SLAs
* Operational efficiency
* Number of service requests processed
* Number of incidents solved and quality of solution
* Accurate recordings of alerts
* Customer satisfaction
* Completeness and correctness of asset inventory
Skills:
* IT Service Acceptance
* Network Support
* IT Customer Service Support
* IT Configuration & Asset Management
* IT Security Administration
* IT Application / Infrastructure Management
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