- Accountable for IT Global Application Experience provided services for the area under scope (group of applications/software, product team, region)
- Ensures the operational quality/performance of the service according to defined SLAs. Correct provisioning of the services, its capacity, stability, operational excellence performance, vendor operational management and continuous improvement actions
- Accountable for the global IT Support Services for the assigned system cluster - support will be provided by one of our IT Support vendors
- Overall view of the service and analysis of trending and deviations of support
- Ensure the correct quality/performance of the service according to Service Level Agreement
- Coordinate the workload of support team, responsible for the vendor operational management
- Assure knowledge within the team and look for service improvements
- Serve as the point of escalation for major incidents relating to the support service
- Responsible of ensuring resource efficiency, scalability of the service and implementation of simplification measures, such as automation, "shift left" actions, etc.
- Regular proactive review of support tickets to assure service quality according to SLA
- Execution of defined meetings with different stakeholders (business key users, IT functions and external support teams)
- Ensure proper onboarding of new applications to the support service.
- Bachelor's degree or relevant IT work experience
- / Veeva: 3 to 5 years of support experiences in global multiple country setup
- Service Management Coordination, experience with Services
- Management processes and demonstrated coordination
- Stakeholder Management
- GxP Knowledge
- Operational Vendor Management
- Strong global relationships and communication skills with Business colleagues and IT colleagues
- Strong troubleshooting skills
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Senior Systems Analyst - Singapore - QUESS SELECTION & SERVICES PTE. LTD.
Description
Roles & ResponsibilitiesRoles & Responsibilities
Skills/Requirements
Kelly Vu
EA Licence Number: 23C2060
Registration ID is R1109308
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Tell employers what skills you haveGxP
Troubleshooting
Scalability
Oracle
Staffing Services
Service Level
SQL
Vendor Management
SAP
Java
Stakeholder Management
Software Development