Senior Solution Support Engineer

Switzerland, Zug, Rotkreuz

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Under general direction, maintain and support solutions in collaboration with internal and external suppliers, in accordance to the appropriate service level agreements (SLAs), Roche service management processes (Incident Management, Change Management, etc.), and Roche quality and documentation standards.   

As Senior Solution Support Engineer you provide leadership and experience within the global DIA IT Solution Maintenance and Support Organization, provide leadership and you are responsible for the following tasks: 

  • Maintaining and supporting solutions, procedures and business processes that meet business, customer and technological requirements

  • Evaluating alternative informatic technologies and managing enhancements and change to solutions

  • Optimize business processes at a global level and develop and manage the respective business critical know-how within the area of expertise

  • Monitoring and continuous improvement of defined support process though KPIs and SLAs incl. communication to relevant stakeholders

  • Technical Lead in small to medium sized IT Projects

  • IT Consultancy for business areas concerning manufacturing related IT topics

  • IT Consultancy for business areas concerning special printing solutions, barcodes & client engineering

  • Engineering and support for: all non-standard clients on site, the use of standard clients in manufacturing, for special printing solutions (label printing) on site and for handheld devices (barcode scanners, etc.) on site


To be successful in this role you bring:

  • Master in computer sciences or comparable education

  • At least 3 years of professional IT experience in a comparable area

  • Experience in IT project management and  in application integration, maintenance and support

  • Strong Customer and Service Management focus, as well as experience with Senior Stakeholders

  • Certification in ITIL Foundation

  • Fluency in English and German

  • Ability and willingness to travel up to 20%