Senior Consultant

Job title: Senior Consultant

Company: AstraZeneca

Job description: Job Title: Senior Consultant
Location:TRIL GTC Chennai

Company description

AstraZeneca is a global, innovation-driven biopharmaceutical business that focuses on the discovery, development and commercialization of prescription medicines for SMe of the world’s most serious diseases. But we’re more than one of the world’s leading pharmaceutical companies. At AstraZeneca, we’re proud to have a unique workplace culture that inspires innovation and collaboration. Here, employees are empowered to express diverse perspectives – and are made to feel valued, energized and rewarded for their ideas and creativity.

The AstraZeneca IT function has undergone significant IT transformation to improve performance and perception of IT and is now focusing on delivering a great customer experience and overall service excellence. The IT Transformation Programme will break the default outsourcing mentality, drive greater cohesion amongst senior IT leadership, begin the simplification of what has become an overly complex function and build a world class IT organization.

High-Level Function and Role Overview

The purpose of Service Excellence is to provide a world class IT service to our customers. We focus on simplifying the current processes and technologies to reduce the overall cycle time of all IT outages and enhancing the ability to detect IT outages prior to the business being impacted.

The Service Manager role:

  • The SM will have in-depth knowledge and will be considered the domain expert (SME) lead within the BSOC (Business Services Operations Centre), for their allocated e2e (end to end) service(s).
  • The SM will act as a technical escalation point, providing technical leadership and service expertise, driving the recovery of critical and high priority Incidents.
  • Maintain and build internal/external relationships.
  • To proactively lead on the e2e health of the BSOC services by using the various tools which are available to monitor and assess service status.
  • Deliver excellent customer service, through ownership, innovation and continuous improvement.
  • Ensure service updates, incident and change communications to key stakeholders are completed to the expected standard and timescales.
  • To assess PX changes and the impact they will have on service, ensuring service is protected from degradation as a result of such changes.
  • Join change implementation calls to provide service updates and advise the deployment team of any incidents or issues that would prevent the work taking place.
  • Ensure that, in all aspects of the role, compliance is maintained with the guidelines that regulate the AZ business, e.g. SoX and GxP.

Key Accountabilities

Incident Resolution / Service restoration and Service protection activities

  • Provide technical leadership, product expertise and diagnosis to drive rapid resolution of service impacting incidents.
  • Proactively engage with customer Service Desks and resolver groups, and utilise information to hand, i.e. monitoring, SNOW (Service Now), Documentation etc., to assess the impact of any Incident on e2e customer experience and assign the correct priority.
  • Where incident restoration timelines or progress is unclear or unsatisfactory, escalate functionally and/or hierarchically.
  • Manage/drive Incident conference call – Ensure correct people are in attendance and those roles and responsibilities are clear. Ensure all decisions and actions are recorded. Track actions to ensure they are completed as agreed.
  • Ensure all Incidents are progressed in accordance with documented processes and current undertakings.
  • Engage resolver groups, leading technical Incident investigation and diagnostics, identifying workarounds, ensuring progress and timelines are understood and documented in the associated Incident record.
  • Responsible for the assessment of Requests for Changes on e2e customer experience from an operational perspective, contributing to the overall Change Assessment process. Ensure focus is provided during deployment of Change, ensuring that service will not be disrupted.

Incident Communication Activities

  • Manage the coordination of responses to major service escalations from customers and senior management teams.
  • Ensure incident communications to key stakeholders are completed to the expected standard and timescales.

Post Incident Resolution and Recovery Actions

  • Manage the creation and implementation of Post Incident Recovery Plans, engaging key service stakeholders (i.e. replay of impacted orders/messages).
  • Confirm restoration of service with the customer.
  • Following Incident restoration, prepare PIR document and create Problem Record ensuring that all necessary information has been included prior to the handover to Problem Management.
  • Proactively work with Problem Management by joining PIR (Post Incident Review) meetings to drive diagnoses of the RCA and prevention of recurrence activities where possible.

Change Management Activities

  • Provide focus during deployment of major Change or Release, proactively engaging with customer Service Desks and implementer groups, ensuring that service is not disrupted.
  • Join change implementation calls to provide service updates and advise the deployment team of any incidents or issues that would prevent the work taking place.
  • To assess and approve Emergency changes and the impact they will have on service, ensuring service is protected from degradation as a result of such changes.

Additional Requirements

  • Lead, develop and implement a Service culture, thus upskilling, through coaching, development and training staff to be more effective in Event Management, Incident resolution and communications.
  • To fully engage and support the cross-training activities required to upskill in order to provide a multiple Line of business capabilities and resilience within the Service Operations Teams.
  • Identify development needs in operational teams. Where appropriate, work with BSOC managers and team to design and deliver training.
  • Assist the Senior SM in any allocated project work for the introduction of new work, monitoring or other capabilities into the BSOC.

Listening to our customers

  • Put customers at the centre of everything we do and use their feedback to improve the service we provide, by updating any existing processes and procedures and creating new ones whenever necessary.

Continuous Service Improvement

  • Via the Lean ways of working we identify waste within the role and own and drive the delivery of improvement initiatives as part of business as usual activities.
  • Via the Lean ways of working we support by coaching the Service Operations team to identify waste in their area and for them to own and drive improvements.
  • Work closely with the BSOC Senior SM and peers across the business to develop strategies capable of supporting product/service technical and operational requirements.
  • Contribute to the definition and improvement of operational activities performed by operational teams.

Candidate Knowledge, Skills and Experience

  • 7+ years of total IT experience including 2+ years of running in ITIL based support
  • Experience of operating in virtual teams, to deliver excellent results
  • ITIL intermediate certification (Service Operations) / willing to work towards it.
  • IT Technical or functional support background.
  • Incident and/or Problem Management experience; currently performing this or similar role
  • Strong written and verbal communication skills.
  • The familiarity of working in an international, multi-time zone support environment.
  • Key stakeholder management
  • Experience of project-based improvement delivery

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Date Posted 09-Sep-2020

Closing Date 08-Oct-2020

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.

Expected salary:

Location: Chennai, Tamil Nadu

Job date: Thu, 10 Sep 2020 22:10:42 GMT

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