DESCRIPTION OF THE ROLE
Directs, manages, plans and administers the operational and administrative activities of an Infrastructure operations section within multiple major countries within one region or entire region for a line of business. . Has team located at multiple sites in multiple countries. Direct responsibility includes day-to-day support of IT team members, support tasks and issues. Manages managed service supplier performance for the area of responsibility. Maintains personnel budget responsibility and HR responsibilities for direct team members.
CORE JOB RESPONSIBILITIES:
SYSTEMS MANAGEMENT
- Responsible for level 2 operational support of complex data network technologies, computing platforms, collaboration/messaging platforms. Oversees the execution of provided documentation. Responsible for Region-wide support organisations (Center of Excellence), Organisation participates in Global Support Model.
- Ensures the execution of installation, testing procedures of enterprise-wide systems for complex voice/data network technologies, computing platforms, collaboration/messaging platforms and/or business applications.
- Ensures the documentation for the analysis and design of infrastructure (data network technologies, computing platforms, collaboration/messaging platforms, etc.) supporting enterprise, common, shared and divisional applications is completed. This includes hardware, operating systems and/or infrastructure software (system utilities, security tools, monitoring tools, tuning tools, etc.) for both new and existing systems.
- Responsible to develop and update Datacenter recovery plans for the area of responsibility and assisting with the development of System recovery strategies and plans. Responsible to ensure correct data backup execution. Coordinates the execution of disaster recovery tests with divisions, BTS and Managed Service provider contacts.
- Responsible for the implementation of security for complex voice/data network technologies, computing platforms, collaboration/messaging platforms and business applications based on provided procedures.
PRODUCT / SERVICE MANAGEMENT
- Provides service consulting, operational and business systems analysis support for IT infrastructure Services to support customer business requirements.
- Organizes supports, and operates infrastructure services that are aligned with the standards for Abbott’s IT Strategy Platform; includes business case preparation and the development of communication and marketing plans. Actively challenges the GIS organisation, to ensure standards and designs meet customers expectations.
- Understands the organization's vision, goals and strategies. Aligns department priorities appropriately, determines critical success factors, evaluates and pursues initiatives based on fit with strategies.
- Cultivates and maintains customer relationships reinforced by regular communication on project status, issue management, service delivery and associated strategies.
QUALITY MANAGEMENT
- Responsible for ensuring direct staff is trained and properly follows procedures that comply with CRQS Policies, CIT/WIN SOP’s, Sarbanes-Oxley controls, FDA and GMP requirements. Sustains continuous improvement across the organization through the development, implementation and maintenance of process improvement programs. Responsible to monitor policy compliance with managed services providers.
- Oversees the execution of established business-critical processes and procedures
SUPERVISORY/ MANAGERIAL RESPONSIBILITIES
- Supervises up to 12 direct staff and up to 50 direct and indirect of Employee & Contractor individual contributors who perform tasks repetitive in nature such as provided guidelines or procedures. Responsible for planning, organizing, and integrating the work of staff in order to achieve organizational and customer objectives. Responsible for all aspects of people leadership; setting expectations, coaching, counselling, developing, evaluating, feedback, hiring, discipline and separations. Confronts and deals with employees issues in a constructive and timely manner. Assists with the hiring and separation process. Responsible for expense report approval, and tuition approval.
- Responsible for the day to day managed service supplier management.Responsible to coordinate and oversee activities executed by the managed service provider. Responsible to track escalations with suppliers and follow up on resolution and correction plans.
- Responsible for all Performance Excellence activities for direct reports, including goal development, performance assessments and growth plans.
- Oversees operations tasks performed by other GIS lines of business, or Divisional IT staff. Manages priority conflicts with peer GIS organisation or Divisional management.
- Responsible to assign resources to support other GIS lines of business site operations in collaboration with the Regional Operations Manager and the Regional LOB manager.
- Bachelors Degree or equivalent experience
- 10-20 years of overall experience including at least 4 years supervisory experience, with at least 2 years in a complex management role.
