About the Role

　　Location: Hyderabad

　　About the role: Manage operations for systems, tools and applications, ensuring their stability and integrity, while meeting customer service levels.

　　Your responsibilities include, but are not limited to

　　• Manage operations for systems, tools and applications, ensuring their stability and integrity, while meeting customer service levels. Oversee end-to-end delivery of a dedicated system, tools or application and ensure its stability, integrity and business continuity

　　• Ensure services are delivered to the agreed SLA, including reviewing supplier performance based on the agreed SLAs and KPIs. Track and manage incidents, where applicable, including:

　　• Identify, log, categorize, prioritize, resolve incidents and raise a problem if required. Ensure that incidents are followed up and solved appropriately. Manage the lifecycle of incidents and minimize their adverse impact on business operations. Identify, investigate, and report on incidents and review findings with key stakeholders

　　• Coordinate crisis management with relevant stakeholders, if required. Oversee problem management and drive identification of root causes as well as sufficient prevention of recurrences

　　• Ensure adherence to documented operational procedures to maintain system integrity. Ensure that configuration items are identified, accounted, reported, verified and audited (where applicable). Ensure proper user and access management

　　• Ensure appropriate operational service documentation is created and accepted by partners. Identify potential improvement areas for the owned system or application and connected services

　　• Maintain and ensure all application data is consistent across the various repositories. Collect and distribute knowledge about systems and services to enable effective support

　　• Coordinate fulfilment of service requests and conduct monitoring, tracking and reporting. Responsible for capacity and life cycle management for the systems, tools under their accountability. Take accountability to ensure consistency with Security and Compliance policies and procedures within Operations Expert service scope. Ensure ISRM compliance requirements implementation and alignment

　　Diversity & Inclusion / EEO

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

　　Role Requirements

　　• 5+ years of IT experience

　　• Good awareness of all IT processes (ITIL)

　　• Experience in Transformation Planning and Execution

　　• High level of customer focus with proven problem solving skills

　　• Experience in managing IT Management Tool suite and Process services

　　• Manage both IT and Non-IT customers

　　• Experience of working in IGM classified environment

　　Why consider 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

　　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

　　Division

　　Operations

　　Business Unit

　　DATA, DIGITAL & IT

　　Location

　　India

　　Site

　　Hyderabad, AP

　　Company / Legal Entity

　　Nov Hltcr Shared Services Ind

　　Functional Area

　　Technology Transformation

　　Job Type

　　Full Time

　　Employment Type

　　Regular

　　Shift Work

　　No