Job Description
<Job Responsibilities> 1. IT Infrastructure Monitoring - Orchestrate and control the day-to-day IT operations as part of the overall IT infrastructure. - Monitor and coordinate the operational processes and third-party service providers to ensure stable, safe and efficient IT operations. - Oversee the change, incident and problem management process (backlog management) and collaborate with the relevant teams and external service provider. - Monitor servers, networks, and computer systems ensuring that they work reliably and securely using dashboards and alert management systems. - Oversee troubleshooting processes by launching alerting processes and coordinating service restoration. - Ensure IT security and compliance with relevant regulatory requirements and company policies related to IT service management. - Ensure IT Infrastructure devices are kept up to date with the latest security patches and updates. - Monitor for potential risk and vulnerability within the Local Business and Infrastructure and work together with the Global IT Security Team for mitigation. 2. Process Alignment - Help streamline processes to ensure that support teams have the tools needed to drive customer satisfaction. - Contribute to the alignment of service operations processes to the change, incident, and problem management processes (including incident logging, prioritization, and task assignment). - Support the development of technical and process standards for IT infrastructure architecture. 3. SLAs and Performance Management - Work closely together with the Provider Management to monitor SLA delivery of third-party service provider. - Manage third party service delivery escalation. - Work with service provider to improve levels of service availability and minimize downtime. - Review performance statistics and feed into required reporting dashboards. - Contribute to the development and management of the IT service budget, ensuring that resources are allocated appropriately and cost-effectively. - Work with the Country & Global Finance and Provider Manager to ensure the monthly, quarterly and Yearly forecasting and actual billing is reviewed and submitted timely manner 4. Continuous Improvement - Help develop a customer-centric business approach with cross-departmental efforts and initiatives. - Identify technical improvement and innovation potentials for IT infrastructure services and coordinate their implementation with external IT infrastructure service providers and internal application teams. - Improve the user experience and security of current IT infrastructure services and implement optimization measures together with other departments and external partners. - Drive innovative and customer-oriented development and standardization of IT infrastructure services.
Job Requirement
<Necessary Skill / Experience > - Education Background: Bachelor's Degree, major in Business Informatics, Computer Science, Information Systems, Information Technology, Business Administration or (Business) Engineering - Language: English - Business Level - Experience: + Having 3 - 5 years of working experience in IT Service and/or Operations Management + Experience working with service providers for outsourced IT infrastructure services including contract and SLA management. + Strong experience in MS Office 365 - Knowledge: + Excellent knowledge of IT Operations within the respective focus areas. + Excellent understanding of IT processes with formal training in ITIL <Preferable Skills> - Experience working in the Healthcare/ MedTech industry desirable.