Job Description

About the role

Location : #L1 Hybrid

This role is responsible for holistic IT Service Management including all ITIL Processes such as Event, Incident, Change, Problem, Knowledge and service request Mgmt. in Cloud and Infrastructure Services
Your responsibilities include but not limited to:
.

• Responsible for action driven periodic (daily/weekly/monthly) Supplier Governance calls ensuring delivery of quality services, minimizing operational risks, meeting all KPIs and SLAs along with CSAT targets, process execution anomalies, deviations, exceptions etc. are tracked and closed.
• Responsible for ITSM processes on 24x7 basis. Govern day-to-day operations of Service Management aspects (IM, EM, PM, CHG & SR) for CIS & NIBR to ensure stability, integrity and business continuity.
• Drive an integrated service management and assurance approach to provide a single pane view of operations and enables process maturity through insightful reporting as well as consistent KPIs, continuous improvement and automation.
• Ensure standardized methods and procedures are used for efficient handling of all changes, minimize the impact of change-related incidents upon service quality, and consequently improve the day-to-day operations of the organization.
• Support and ensure compliance and adherence to defined IT Governance controls, standards, and practices.
• Monitor, measure, report, and review performance of services in close collaboration with Service Integration and Performance Team
• Liaise with other teams across DDIT to ensure seamless customer experience across all services.
• Acts as a Shift Manager for Critical/Major incident management driving MIM calls during critical business outages.

Role Requirements

• Bachelor\'s degree in Engineering or equivalent education/experience
• Strong knowledge of IT service management processes and experience in improving processes. ITIL 4 certified, knowledge of DEVOPS, SIAM, SRE etc.
• 6+ years of experience in IT service Management, operations and Governance and total 10+ years\' of experience.
• Experience in working and collaborating with global cross functional teams and managing relationships with business customers.

Why Novartis: Our purpose is to reimagine medicine to improve and extend people\'s lives and our vision is to become the most valued and trusted medicines company in the world. How can we achieve this? With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us! Learn more here: https://www.novartis.com/about/strategy/people-and-culture

You\'ll receive: You can find everything you need to know about our benefits and rewards in the Novartis Life Handbook. https://www.novartis.com/careers/benefits-rewards

Commitment to Diversity and Inclusion:
Novartis is committed to building an outstanding, inclusive work environment and diverse teams\' representative of the patients and communities we serve.

Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here:
https://talentnetwork.novartis.com/network

Functional Area

Technology Transformation

Division

Operations

Business Unit

DATA, DIGITAL & IT

Employment Type

Regular

Commitment to Diversity & Inclusion:

We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

Shift Work

No

Early Talent

No

Novartis