Key Responsibilities
- To ensure that Global File Sharing services are delivered in accordance with agreed standards and quality as defined within Service Level Agreements (SLA) and Operational Level Agreements (OLA).
- Engage and consult with customers on migration and standardization strategies for content in existing file shares
- Align Client business needs with Global File Sharing services.
- Formulate, agree and maintain service level management processes for internal or externally delivered services.
- Analyze and review actual service performance and achievement to the service owner and governance boards.
- Enable and champions an IT service culture
- Develop and maintain management processes and controls to ensure quality is maintained to meet business objectives
- Champion and promote service improvements to continually improve quality and customer satisfaction.
- Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of significant service issues.
- Create, maintain and communicate Global File Sharing Service descriptions.
- Ensure appropriate OLA/SLA measures are in place to support any new services.
Minimum Level of Job-Related Experience required
- Strong experience in File Share management, Windows Server Management, Storage Technologies (especially NetAPP NAS appliances), and both CIFS share and NTFS Folder permissions management
- Exposure to NETIQ DRA advantageous
- Exposure to Varonis Datadvantage advantageous
- Background in both projects and service management
- Experience of operating in either an above country, or a global service environment.
- Experience of service delivery and support organization management, including the development of support processes & procedures.
- Broad knowledge of the IT quality standards, support and infrastructure environment and of business processes and information technology solutions.
- Previous experience of managing IT services
- Pharmaceutical industry experience preferred
- ITIL and Six/Lean Sigma certification desired
Other Job-Related Skills/Background
- Ability to challenge the status quo and manage change across a wide range of senior stakeholders
- Understanding of Global File Sharing technologies and how they can be fully leveraged by end users to improve productivity.
- Strong negotiation and influencing skills. Ability to build relationship quickly and engage stakeholders to ensure buy-in.
- Proactive problem resolution skills; able to identify issues before they become significant problems and propose solutions.
- Able to develop and maintain documentation, including service models, support procedures and transition plans disciplined and logical work style.
- Good written and verbal communication skills.
- Able to deliver objectives on time and within budget, supporting other members of the team, reporting progress to the Service Owner.
If you are interested, please contact:
Shobha Mishra
973.967.3440
shobha.mishraATartechinfo.com
