Business Critical Expert

Spain, Madrid

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As Business Critical Expert you will be part of the Business Critical Solutions Team, belonging to Cloud, Computing and Storage within Operations organization. This team is providing support for several infrastructure components under its scope. This support includes technical operations in multi-disciplinary technology layers (e.g. OS, datastore, virtualization) together with maintenance and delivery. All this wrapped with a strong business orientation, value focus and agile mentality.

The key objective is keeping the Business Critical applications in the best possible shape in terms of resiliency, stability, reliability, performance and availability, from the Infrastructure perspective to the application one, sharing all together the same goal: adding value to the business in an agile way.

For this, you will need to support, maintain and deliver the infrastructure and related services in a stable and reliable way, according to the necessary processes, quality, regulation compliance and accountability, as well as paying special attention to proactive & advance services for supporting those identified as business critical applications, creating the necessary business connections, knowledge and customer-centric focus for them. You will work closely with the Business Critical Product Manager and ensure that the operation of IT services to meet consumer demands and the strategic orientation.

Responsibilities 

  • Works towards the performance and reliability OLAs of IT Infrastructure as well as accountable for the quality and performance of assigned IT operations. 

  • Accountable for maintaining the qualification state of the IT infrastructure according to Roche standards, ensuring systems are Audit ready. And acting as a Quality Assurance and IT procedures reference for the rest of the team, ensuring documentation is produced and maintained according to any Roche defined standard. 

  • Responsible for building strong relationships, communications and collaborations with customers, other IT departments, areas or teams (through teamwork) with the aim of better design and delivery assigned complex IT solutions, understanding clearly the Global Delivery Organization membership with a high positive resilience at any change. 

  • It’s a part of the technical solution team focusing on maintaining and improving the reliability of the IT infrastructure, acting as Technology Subject Matter Expert and technical advisor on assigned IT projects, and therefore a technical reference for the rest of the team, keeping in mind an infrastructure  automation mindset ( and IaC ) to cope with the workload and demand in a sustainable and reliable way.

  • Acts as point of contact and coordination for third level escalations to vendors or to other departments, as well as supports senior management in the contract requirements and complex service level agreements.

  • Able to show a service and customer oriented mindset (to Roche business), applying technology to present company needs as well as future needs (continuous improvement and innovation thru automation as priority), being able to understand how technology actions impact across critical business processes and how to keep business continuity from an IT infrastructure perspective. Acts as technology mentor for the rest of the team in knowledge, documentation standards and quality that fulfill Roche regulations.

Qualifications  

  • Bachelor’s degree in Computer Science or equivalent work experience. 

  • +10 Years’ experience in related technology environments (Windows, Unix-Linux, Backup, Storage NAS/SAN, High-Availability solutions as clusters...)

  • Technical certifications in related technologies. 

  • ITIL certification.

  • Professional English related certifications
     

Experience

  • Experience in business critical environments under high pressure.

  • Experience dealing with critical incidents, high demanding customers and important escalations.

  • Experience in complex IT systems and organizations.

  • Experience in a global organization, working in an international, multicultural, multi skilled and virtual teams.

Skills

  • Proactivity, with a clear ability to think beyond boundaries, take controlled risks and assume responsibilities

  • Strong communication & presentation skills 

  • Marketing mindset skills. 

  • Thinking out of the box skills. 

  • Advanced in English both written and spoken is a must

  • Strong influencing skills as well as experience in relationship management
     

Will be a plus:

  • Agile framework certification (SAFe, Scrum Master…)

  • Continuous Improvement related certification (Six Sigma, LEAN, …)

  • IaC related certification

  • DevOps approach: Infrastructure Automation and  IaC - configuration management (e.g. Ansible, Puppet), automated build/release test & deployment (e.g. Jenkins, Git-bitbucket, Artifactory).

  • Expert level technical operational skills, such as troubleshooting, capacity planning, and root cause analysis.

  • Advanced Monitoring tools/frameworks (e.g. Nagios, Ganglia, ELK, Grafana, Splunk) predictive failures.