Technical Service Manager

hace 2 semanas

Guadalajara, México AstraZeneca A tiempo completo

**Typical Accountabilities**
- Provides technical expertise to project teams working on the development, implementation, maintenance and improvement of Information Services solutions and designs
- Provides input into business cases, Request for Proposals, supplier selection and evaluation of proposals
- Works with project teams to ensure effective interoperability of services and technologies and assures alignment of solution designs with AstraZeneca standards, policies and procedures, as well as regulatory requirements
- Reviews impact assessments and delivery from internal or third party teams. Reports high-level risks to management
- Works with Business Analysts to draw out, understand and validate business and functional requirements needed to ensure required service effects
- Assists Senior IT Infrastructure Engineers in defining business solutions, ensuring alignment with business strategies and priorities, as well as the target benefits, value expected and established AstraZeneca standards and security policies
- Identifies new hardware/software technologies to fit specialised business needs and configurations
- Develops and configures solutions as required from conceptualisation through to stabilisation using various computer platforms
- Conducts performance analysis and documents solution components
- Implements test plans for solutions developed in-house (including functionality, integrity and stress testing; test matrices; and definition of test methodologies and strategy)
- Implements solutions by analysing current system environments and infrastructures, using technical tools and utilities, performing complex product customisations, and developing implementation and verification procedures to ensure successful installation of systems hardware/software
- Ensures maintenance and support activities are performed, as well as routine analysis and evaluation on resource requirements necessary to maintain and/or expand service levels
- Through Innovative infrastructure solutions and process change programmes drive higher levels of service and customer experience

**Education, Qualifications, and Experience**

**Essential**
- Prior experience in an Information Services/Information Technology environment with good business acumen
- Proven track record of designing, engineering and supporting enterprise security tooling (7 yrs. +)
- Proven experience of managing relationships with 3rd party suppliers
- Evidence of designing, shaping and implementing innovative infrastructure solutions and driving any changes
- Relevant qualifications in Enterprise Security Tooling
- Must have experience in managing and delivering Enterprise Security Tooling capabilities with a solid technical understanding in this area, underpinning a strong service and customer experience focus.
- Relevance experience of dealing with Internal Audit, Risk and Compliance
- Demonstrate initiative, strong customer orientation, and cross-cultural working

**Desirable**
- Well versed in ITIL V3.0 practices and process
- Experience working in the Biopharmaceutical/Life Sciences industry
- SDLC, Agile & Scrum methodologies
- Familiarity of working in an international, multi-time zone support environment.
- Good commercial awareness and understanding of the external market

**Skills and Capabilities**

**Essential**
- Strong technical understanding of Enterprise Security Tooling
- Demonstrable experience managing and supporting Enterprise Security Tooling Solutions in complex environments, for at least two of the following services:

- Endpoint Protection Management
- Vulnerability Management
- Security Incident and Event Management
- Good communication skills supporting joint working with geographically remote colleagues
- Ability to interpret and communicate technical information into business language
- Ability to prioritize, re-schedule and adapt to changes in a dynamic environment
- Proven track record of designing, engineering and supporting enterprise security tooling
- Proven, excellent industry experience and ability to interact effectively and lead technology roadmaps with 3rd parties
- Good Stakeholder Management
- Good Supplier and Vendor Management
- Natural ability to continually challenge and drive change in pursuit of excellent customer service
- Strong written and verbal communication skills
- Demonstrate initiative, strong customer orientation, and cross-cultural working

**Desirable**
- Good commercial awareness and understanding of the external market
- Confidence presenting to large internal and external audiences
- Scripting languages Python, Bash, PowerShell, WMI
- Statistical and analytical modelling is a plus
- Demonstrated leadership skills interacting with senior leaders
- Cloud fundamentals consultant accreditation
- Splunk ES Implementation Accreditation

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