40908 Systems Opns Engineer 1

IQVIA™ is the leading human data science company focused on helping healthcare clients find unparalleled insights and better solutions for patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness the power of healthcare data, domain expertise, transformative technology, and advanced analytics to drive healthcare forward.

"Job Description
Job Title:     Systems Opns Engineer 1
Reports To:     SOC Team Lead
Department:     Service Operations Centre
Location:     Bangalore

SUMMARY
IQVIA as the world’s largest provider of biopharmaceutical development services and commercial outsourcing services, we’ve spent more than 35+years changing millions of lives for the better – all over the world. Work doesn’t get much better than that. You can be among the more than 30,000 employees around the world making a meaningful difference. 
We’re looking for a Shift Lead for IT Service Operations Centre (SOC). Service Operations Center team is mandated to ensure the availability of the internal IT infrastructure and provide the highest level of client satisfaction. The shift lead ensures that standards and processes are followed to provide effective, efficient services and meet customer and business requirements. The hands-on Shift Lead is primarily responsible for managing Mail box management, Ticket analysis, participate on all escalation calls and shift handovers/turnovers. 

This role involves working within a 24/7/365 Service Operations Center team supporting English Language based in Bangalore.

Principal Accountabilities

•    Owns the SOC mailbox with accuracy and quality in responding and monitoring the mailbox in timely manner
•    Work and report the ISO activities assigned by Team Leads
•    Identify Operations and process issues and communicate to team leads, does validation until issue is closed. Identify, analyse events / alerts and report the findings to TL
•    Performs daily and manual checks, swift in acting by quick collaboration and consultation with TL
•    Make sure all trackers (attendance, breach, comp off) are accurate and updated within 2 hours of shift resumption 
•    Participate in P4 Incident mgmt. bridge 
•    Uses video wall and identifies the potential issues before impact on business operations
•    Conducts 1:1 session with SOC staff and strives to reduce defects 
•    Monitor the various Applications, dashboards and Service Management queues to perform checks/ escalate issues/ report failures 
•    Email daily reports (BMS) to Incident management team by 5pm everyday
•    Complete all the assigned activities and responsibilities on time and reports to TL 
•    Complete all the assigned activities assigned by management on time
•    KB publish, retire, flag and modify as per the defined process and report status to TL’s
•    Drive the SOC BAU and operations adherence to CIO SOC guidelines and Operations manual, report the issues and discrepancies to SOC Ops lead DL
•    Contribute for work plan project 
•    Prepare shift handovers along with TL’s
•    Maintain high quality standards for the shift 
•    Maintain expected levels of KPIs and SLAs within shift
•    Always strive to create a non-political and non-conflicting work environment, report issues and gaps to TL 

KNOWLEDGE & EXPERIENCE 

• Organizes, directs and monitors daily activities of the team to ensure optimal effectiveness. 
• Assign the task list to engineers to ensure service is appropriately resourced and staff working hours are fairly distributed across the team.
• Participate weekly performance calls and produce analyzed ticket dump.
• Manage escalations to relevant resources, ensuring the Service Delivery managers are aware of any major risks, issues or outages
• Ability to encourage, motivate and provide recognition 
• Must be energetic, pro-active, positive and able to make decisions within management guidelines. 
• Proven team player with experience of working with colleagues spread across multiple global locations and dealing with time zone constraints.
• Excellent knowledge of Microsoft business applications; Windows OS, Office, Exchange, Excel
• Ability to manage many critical tasks and projects whilst keeping an eye on the business priorities and getting issues resolved effectively and expediently. 
• ITIL v3 foundation level Certification 
• Relevant 2 - 4 years of Operational experience & 5 - 10 years of overall experience"

Join Us

Making a positive impact on human health takes insight, curiosity, and intellectual courage. It takes brave minds, pushing the boundaries to transform healthcare. Regardless of your role, you will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve outcomes for patients.

Forge a career with greater purpose, make an impact, and never stop learning.