Service Operations Support

AstraZeneca

  • China
  • Permanent
  • Full-time
  • 13 days ago
The role of Service Operations Support is to work as part of a regional team of IT professionals focused on AZ IT service continuity through use of technologies providing observability, proactive monitoring and alerting to manage the health and availability of the IT infrastructure, applications and services. The team will work with the tools, data and alerts to prevent the occurrence of unplanned outages and spot anomalies with the aim of taking preventative action or instigate speedy investigation to minimize business disruption. For their shift window, as part of a 24/7/365 service, they will support all priority incident investigations to appropriate processes and standards, they will also support the accurate handover to the next shift. The role holder will remain compliant with processes of Incident, Major Incident, Event and Problem Management during and post the incident investigations including bridge calls.AccountabilitiesIn this role you will be part of The Command Centre service, on a 24x7x365 basis in a shift pattern to ‘follow-the-sun’ of a given business day. You will report to the Regional Command Centre Lead and support the ‘run’ of the daily service in the Command Centre areas, including:
  • Service Operations: From shift handover support the Command Centre Lead with the daily running of the Command Centre Service ensuring that events are collected via monitoring tools and processes are analysed to determine criticality of the issue and then taken forward. Ensure detailed analysis of all incoming priority incidents from Service Desks and that all required information is assembled from various sources to support speedier resolution.
  • Major Incident: support the Service Operations Manager and Regional MIM Lead during any ‘war room’ engagements until service returns to normal, including shift handoffs as necessary. Ensure all information is available, accurate, shared and recorded in for ownership of resolution including vendors.
  • Communications: support the Service Operations Manager with the dissemination of communications according to process for service-impacting events.
  • ServiceManagement: Adhere to the ITSM processes Incident, Major Incident, Event management. Support the Command Centre Team in ensuring all IT personnel, including those in Marketing Companies, are following processes per established SOP’s as part of any incident investigation.
  • ContinuousServiceImprovement: supporting the Command Centre Team Leads to identify any areas within our own processes and day-to-day run of Command Centre for improvement or automation.
  • Collaboration: ensure open, honest and productive collaboration through matrix teams in ETS.
Essential Skills & Experience required:
  • Fluent in English written and spoken.
  • 5-8 years of minimum experience, working in a IT Service/Support organisation
  • ITIL Foundation level knowledge, hands on experience in handling Critical/Major Incident Management
  • Excellent stake holder management, experience in handling/chairing P1 bridge calls.
  • Customer focused and able to respond quickly to situations to support global teams and vendors.
  • Attention to detail and able to assimilate information and proactive approach to problem-solving.
  • Ability to analyse information, probe the right questions and reach a conclusion sometimes under pressure.
  • Experience in managing issues and preventing escalations as much as possible.
  • Experience of use of Command Centre technology solutions, including ServiceNow or similar ITSM Toolset.
  • Ability to be open, honest and support a collaborative team environment.
  • Experience in understanding business impact, urgency, and priority.
  • Strong team player.
Date Posted 16-4月-2024Closing DateAstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.

AstraZeneca