Incident/Problem and Change Manager

3 days ago

Bengaluru, India Novo Nordisk Full time
The position

As an Incident/Problem and Change manager at Novo Nordisk, you will be responsible for the following: Incident and Problem management for PEMS (Production Environmental Monitoring) system, including monitoring and reporting of IT incidents and service requests, reviewing problems, and known errors, identifying trends and potential problem sources, and coordinating with stakeholders to prevent recurrence. Conducting weekly/Bi-weekly meetings to coordinate incident and problem ticket status with PEMS support team. Co-ordinate with Application Service Delivery (ASD) team on the incident handling activity for L1 ticket handling and based on the trend cascade the activity to ASD team. Change management for PEMS and globalLIMS (Laboratory Information Management System) systems, including managing, coordinating, and monitoring IT changes, logging and reviewing change requests, ensuring compliance requirements are met, and initiating post-implementation reviews. Release management for planned system releases on PEMS, including creating release records, managing, and tracking release schedules, coordinating with stakeholders, collaborating with vendors or support teams, and updating relevant documentation. Qualifications To be successful in this role, we are looking for a candidate with the following qualifications: Master’s degree or bachelor’s degree in relevant fields (Software Engineering, Computer Science, Business Administration) and relevant business experience. 5+ years of experience with IT support experience in incident, change, release and problem management. Hands on experience in ITIL & Service now tool. Experience in GxP regulated industry is good to have. Excellent communication skills in written and spoken English. Ability to collaborate and communicate effectively with stakeholders at all levels, both internal and external. Global mindset and cross-cultural understanding, with the ability to operate in a virtual and international IT operation. About the department DD&IT India is a team of + highly skilled IT professionals located in Global Business Services (GBS) Bangalore. The main role of DD&IT India is to 'manage' IT, which includes System Management, Project Management, Infrastructure Management, Compliance Management, Security Management, Process Management and Vendor Management. Product Supply (PS) IT is the unit responsible for many global IT systems at Novo Nordisk including the operation, maintenance, support, and development of these systems. In Global IT, we drive projects, manage critical IT systems, services and infrastructure used along the entire value chain of Novo Nordisk. Working at Novo Nordisk Novo Nordisk is a leading global healthcare company with a -year legacy of driving change to defeat serious chronic diseases. Building on our strong legacy within diabetes, we are growing massively and expanding our commitment, reaching millions around the world, and impacting more than forty million patient lives daily. All of this has made us one of the 20 most valuable companies in the world by market cap. Our success relies on the joint potential and collaboration of our more than 63, employees around the world. We recognize the importance of the unique skills and perspectives our people bring to the table, and we work continuously to bring out the best in them. Working at Novo Nordisk, we are working toward something bigger than ourselves, and it’s a collective effort. Join us Together, we go further. Together, we are life changing.

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