IT Global Operations Center Specialist Job

Date: Dec 31, 2017

Location: Singapore, SG

Requisition ID: BUS002276

This individual is responsible for providing
effective on-site support, communication and coordination for MSD’s IT Global Operations
Center environment for supported ITIL based processes.  This position coordinates workflow in the Global
Operations Center during their assigned shift, ensuring all work is managed
using defined processes & that it meets defined Service Level Agreements
& Key Performance Indicators.  This
position is responsible for the alignment of internal and external IT support
teams to ensure effective execution of the Incident management & Problem
management processes, as well as alignment of these processes to the Change
management process.  Additionally, this person
takes responsibility for critical incidents which result in significant
disruption to MSD’s business operations, and effectively coordinates response
to ensure rapid restoration of IT services. 


Primary job
responsibilities include:

  • Oversight,
    communication & effective resource coordination for all activities
    required to resolve Critical Incidents resulting in significant impact to
    MSD business operations.
  • Drives alignment of Global
    IT Operations Center engagement and process execution with country/site
  • Works to align Global
    Operations Center, Global Service Desk & Network Operations Center to
    ensure aligned knowledge of incidents affecting the Merck environment.
  • Provides oversight to
    managed services providers & escalates to Merck service delivery teams
    should process deviations occur.
  • Partners with IT
    colleagues to communicate service disruptions in the environment.
  • Escalates issues to
    appropriate resolver group and/or management using MSD's standard incident
    management processes and tools.
  • Identifies
    opportunities for improvement relative to incident response &
    recovery, documents, and feeds learnings into problem management process.
  • Works the days and
    hours which are scheduled in order for the team to provide the required
    level of support. This may require working multiple shifts and/or
    weekends/holidays.  Provides
    flexibility and coverage on alternate days when scheduled or needed.
  • Participates in
    special projects to design, deploy and/or migrate technologies into the
    scope of the Global  IT Command
    Center by partnering with IS colleagues to ensure the correct standard
    platforms and procedures are implemented.
  • Coordinates required
    status reports for Global IT Operations Center management and senior
  • Identifies continuous improvement
    opportunities and communicates to process leads for corrective action.

Education Minimum

  • MSc Degree or BSc Degree or equivalent with
    relevant experience in Computer Science, Computer Science Engineering,
    Math, or equivalent experience.

Required Experience and Skills:

  • Minimum 1 years of
    technical support in a service desk/ IT command center/network operations
  • General knowledge of
    infrastructure technologies & application development with a
    specialization in at least one technology.
  • Must have excellent
    written & verbal communication skills
  • Strong interpersonal
    skills, with demonstrated ability to work as part of both physical and
    virtual teams.
  • Strong analytical,
    decision making, troubleshooting, problem solving, time management and
    project management skills.
  • Ability to
    simultaneously identify and prioritize multiple changing priorities while
    demonstrating leadership to functional teams.
  • Working knowledge of
    ITIL framework.

Job: Business/Technical Analysis
Other Locations:
Employee Status: Regular
Travel: Yes, 10 % of the Time
Number of Openings:
Shift (if applicable):
Hazardous Materials:
Company Trade Name: MSD

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