Senior Manager – Global Hosting Services

Job Title: Senior Manager Global Hosting Services

Career Level: E

Introduction to role:

Are you ready to disrupt an industry and change lives As a Senior Manager in Global Hosting Services youll be strategically positioned within Enterprise Technology Service GHS Operations to support centralized infrastructure services for business functions. This role is crucial in aligning with the Global IT strategy focusing on Compute Database Middleware Storage and Backup Technologies. Youll be responsible for making reactive and proactive configuration changes to minimize operational disruptions ensuring that identity and access control best practices are followed to prevent unintended access or production changes. Your mission is to lead a support team that swiftly resolves technical issues minimizing service disruptions and ensuring smooth BAU Support services.

Accountabilities:

• Collaborate with remote team members to build and maintain positive productive team relationships.

• Maintain awareness of all outstanding in scope services pre- and post-delivery issues and provide status to leadership team. Provide accurate reports and metrics to company management on the status and budget of ongoing projects and agreements.

• Focus on improving customer service experience & create action plans for engaging cross-functional teams and facilitate organic growth.

• Take ownership of the infrastructure services service level agreements between service provider and AZ. Review the detailed parameters of the services & enable service quality.

• Manage the onboarding of Technology Services & Tasks release into BAU govern the respective product line RACI for consistent service delivery.

• Ensure that risks are identified communicated and mitigated and that services and BAU run smoothly.

• Collaborate with cross-functional Application teams to assist Service support in BAU.

• Develop use cases into high-quality solutions in your specialist area. Develop positive relationships with teams involved in the downstream technical processes.

• Supervise IT services team to support and maintain IT infrastructure within agreeable service level agreements.

• Analyze existing IT systems and provide improved solutions.

• Communicate influence and work with stakeholders including ETS operations team to align with processes and coordinate to deliver infrastructure strategy of AZ IT.

• Develop & maintain the infrastructure catalogue for BAU support across providers. Show consistent aspiration to challenge the status quo and improve customer satisfaction.

• Understand the technical challenges incident chronology communicate timely and consistently on incident management process.

• Perform root cause analysis of infrastructure problems and develop resolution plans.

• Produce weekly and monthly summary management reports on technical support tickets.

• Manage prioritization escalation and resolution of support incidents to the respective infrastructure support team.

• Ensure that risks are identified communicated and mitigated and that services and BAU run smoothly.

• Attend technical meetings and coordinate with other functions within ETS Operations regarding implementation of new programs problem resolution and LEAN initiatives.

• 24x7 Support availability for critical incidents and requests based on demand.

Essential Skills/Experience:

• Understanding of infra architecture concepts for resources like compute storage database networking load balancing security Kubernetes

• Analytical and problem-solving skills

• Ability to prioritize and multi-task to achieve competing goals and target dates

• Able to articulate technical issues in terms of business risk and opportunity

• 24x7 Support for critical incidents on the service scope area and BCP readiness whenever required to support across GTCs

• Bachelor/Masters degree in computer science or IT with 12 years of experience. In-depth or working knowledge on Technical Services

• Masters in business administration is advantageous

• Microsoft Linux Citrix Database Certification is preferred

• Adaptable and progressive learner with the ability to explain complex technical concepts to a variety of audiences

• Ability to work independently and work collaboratively in a team environment

Desirable Skills/Experience:

• The ability to make important decisions in a fast-paced environment

• Great interpersonal and communication skills

• Excellent time management and teamwork skills

• Ability to work effectively in a matrix organization is essential

• Experience and ability to work in shifts on rotational basis covering 24*7 support

• Lean & Six Sigma Skills

• Hybrid IT setup awareness

• Infrastructure Service Support

• Creating a great workplace environment with a culture of learning and continuous improvement through coaching mentoring and developing skills

• An active listener with excellent and confident communications and interpersonal skills with an ability to read complex customer situations and adapt as needed

• Able to negotiate and resolve conflicting priorities and to influence leadership teams

When we put unexpected teams in the same room we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect work at pace and challenge perceptions. Thats why we work on average a minimum of three days per week from the office. But that doesnt mean were not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

At AstraZeneca we leverage technology to impact patients lives directly by developing life-changing medicines. Our global organization is purpose-led combining cutting-edge science with leading digital technology platforms. We empower our business to perform at its peak by driving cross-company change that disrupts the entire industry. With investment behind us theres no slowing us down as we innovate take ownership and run with it. Here youll find countless opportunities to learn and grow while contributing to something far bigger.

Ready to make a difference Apply now!

Date Posted

Closing Date

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 authorization and employment eligibility verification requirements.