Service Operations Support - Shanghai

Service Operations Support - Shanghai

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Not Specified

Job Description

Job Description :
The Enterprise Technology Services (ETS) team is accountable for all Infrastructure, Security, IT Operations and all End User Services and technologies. This group will ensure that our IT Services are seamless and secure, and that technology is delivered in an efficient, effective, and agile way, with a strong focus on experience.
It's a dynamic and challenging environment to work in - but that's why we like it. There are countless opportunities to learn and grow, whether that's exploring new technologies in hackathons, or transforming the roles and work of colleagues, forever. This is your chance to be part of a team that has the backing to innovate, disrupt an industry and change lives.This is what you'll do
In 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 Service Operations Manager and support the ‘run of the daily service in the Command Centre areas, including:
  • ServiceOperations: From shift handover support the Service Operations Manager 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.
This role needs you who has experience of working in a responsive IT Service support organisation, with proficiency in Command Centre technology solutions, such as ServiceNow or similar ITSM Toolset. The role is part of a dynamic and constantly evolving environment, therefore an ability to analyse information and reach a conclusion under pressure is crucial. It is vital to maintain openness and integrity to support a collaborative team environment.You will also need:
  • ITIL Foundation level knowledge, particularly Incident & Problem Management
  • Customer focus and ability to respond quickly to situations to support global teams and vendors.
  • Strong team working skills.
  • Attention to detail and able to assimilate information and proactive approach to problem-solving.
  • Experience in managing issues and preventing escalations as much as possible.
  • Experience in GxPs or other regulated environment.
Why join us
We're a network of entrepreneurial self-starters who contribute to something far bigger. There's a diversity of expertise in our Technology group that's unique to AstraZeneca - it allows us to dive deep into exploring new leading-edge technology.
A place to be open and transparent - we speak up, think creatively and share ideas. Our diverse contributions help us to make better decisions. But we have a constant drive to innovate, and an appreciation for high standards. It takes challenging the status quo to add value in our ever-evolving environment. We love it here because put simply, we make a meaningful impact. Technology at AstraZeneca is a home for purposeful disruptors!About AstraZeneca
AstraZeneca is a global, innovation-driven BioPharmaceutical business that focuses on the discovery, development and commercialisation of prescription medicines for some of the world's most serious disease. But we're more than one of the world's leading pharmaceutical companies.
At AstraZeneca, we re dedicated to being a Great Place to Work. Where you are empowered to push the boundaries of science and unleash your entrepreneurial spirit. There's no better place to make a difference to medicine, patients and society. An inclusive culture that champions diversity and collaboration. Always committed to lifelong learning, growth and development.
If you see yourself as a member of this energetic and high-reaching team, hit Apply today!
Open Date: 25 / 11 / 2021
Close Date: 16 /12 / 2021
AstraZeneca 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 authorisation and employment eligibility verification requirements.

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