Associate Manager, IT Service Operations
4 weeks ago
When our values align, there's no limit to what we can achieve.
At Parexel, we all share the same goal - to improve the world's health. From clinical trials to regulatory, consulting, and market access, every clinical development solution we provide is underpinned by something special - a deep conviction in what we do.Each of us, no matter what we do at Parexel, contributes to the development of a therapy that ultimately will benefit a patient. We take our work personally, we do it with empathy and we're committed to making a difference.This role requires a skilled, independent, creative smart person who is familiar with the use of process management tools, techniques, with Service Desk & NOC best practices. Should be flexible and willing to work in rotational shift. The ideal candidate will be assertive, efficient, and capable of working with multiple clients in a fast-paced environment. The successful candidate will have the ability to plan, set goals, prioritize, and manage Service Desk & NOC teams Supporting Parexel users and clients along with performing complex mission critical tasks simultaneously while maintaining an organized work environment.
Key Accountabilities Excellent leadership qualities. Demonstrated history of successfully leading teams. Excellent skills in developing processes and procedures. Excellent oral communication skills (fluent English speaker). Excellent writing and presentation skills. 6 - 8 years of IT experience in IT Infrastructure/IT Operations/Service Desk/NOC. 4 - 6 years of people management experience. Attend and provide input to Service Desk Tool technical meetings. Act as a shift leader; creating and maintaining daily staffing schedules for all shifts. Perform quality checks of agent tickets, calls and chat transcripts to provide feedbacks for improvements. Provide input to employee PMDs. Follow up with end-user service-related issues. Develop and maintain Service Desk metrics. Develop and provide training in new systems and processes for the Service Desk staff. Liaise with peers at other regional service desk(s), maintaining a regular meeting schedule. Second level escalation within the Service Desk for user and technical issues. Lead technology or process changes in the group. Additional projects or tasks as assigned by Management. Experience providing superior customer service. Experience with network monitoring reporting software. High energy and enthusiasm. High attention to detail. Must be a self-starter, highly motivated and possess a strong work ethic. Flexible and able to function in a “hands-on" environment. Positive and professional image. Experience with external clients and managing a network operations center preferred.
Skills Min of 8 years of hands-on experience in a Service Desk & NOC environment. Open minded and ready to learn and absorb things. Experience in working with Incident / Problem / Change management team. Ability to handle multiple tasks concurrently. Experience with enterprise monitoring tools such as Orion-Solarwinds, Splunk or equivalent. Basic understanding of routing, routing protocols, layer 2 switches, firewalls, VPN and Network security concepts. Windows 2008/2012 knowledge, understanding of active directory, knowledge of Unix/Linux. Experience with MPLS, Frame Relay, and DSL. Strong verbal and written communication skills required. Ability to effectively communicate with all levels of personnel. Desired Academic & Professional Qualification Graduate (10+2+3) or (10+2+4) : (BE/B.Tech/B.Sc/BCA/B Com/B A) &/MBA or equivalent. Networking : CCNA (Routing and Switching or Voice) /CompTIA Network+ or equivalent. Systems (Servers) : MCSE / MCITP/MCP. Process: ITIL/Six Sigma Green Belt/Prince2 Foundation. Language Skills English (Written & Verbal) Expert. Minimum Work Experience Total Work Experience: 10+ years. Relevant Work Experience: 8+ years ITSD Supervisory Experience: 4+ years NOC Supervisory Experience: 4+ years
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