Service Manager

Vor Ort
keine Angabe
ORCA Solution AG
flag_no Österreich
Jennifer Sloot

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We are looking for our client for a Service Manager in the Area of Basel:

Development Informatics is a global organization responsible for the information management and technology needs of Pharma Development. Development Solutions Groups (DSG) within Development Informatics are responsible for application life cycle management of existing applications and executing projects sponsored by the business line functions.

Within Development Informatics, the Clinical Informatics and Analytics (CI&A) DSG is seeking an individual capable of filling an Application Manager role, primarily performing IT support and maintenance activities for the Modeling & Simulation Global Line Function. The individual should possess an excellent understanding of the M&S business domain. They should also possess solid, hands-on technical skills in the areas of Linux administration and High Performance Computing (HPC) systems, ideally within a pharmaceutical or scientific setting.


Manage the operation and support:
• Oversee all support activities (e.g. Level 1 & 2 customer support, timely resolution of incidents, open problems, ongoing change implementation, communication to customers) and act as the Development Informatics contact point for escalations, application problems and enhancement requests
• Manage efforts for Major Incident and Emergency Changes Handling
• Coordinate with the System Owner planned or actual service outages, information and communication to application end-users
• In close collaboration with the System Owner sustain a strong Super User community
• Ensure that all Service Management processes are followed
• Manage customer expectations by adhering to agreed priorities
• Support IT Account Manager to ensure solutions and resolutions are aligned with overall customer strategy
• Ensure technical problems are resolved in a timely (SLA) and cost-effective manner.

Manage maintenance and application optimization:
• Ensure that regular system health checks (trend analysis, business value, future challenges, risks) are executed and proper application monitoring is in place
• Ensure that application specific information/data used in Development Informatics internal tools (e.g. for Incident-, Problem-, Change-Management) is always up to date
• Recommend application changes to System Owner (e.g. due to technical/technology reasons)

• Experience/Knowledge in Linux administration (RHEL 4/5) required
• Expertise with High Performance Computing (HPC) Clusters
and/or scientific computing and applications required
• Experience in Job Scheduling/Queuing systems (e.g. SGE, LSF, PBS) required
• Expertise in Linux application and software installation required
• Scripting and programming experience required (eg. Shell, Perl)
• Experience in Clearcase and Subversion usage desired
• Experience in LAMP (Linux, Apache, mySQL, PHP) required
• Experience with Java web applications (Tomcat, JBOSS) required
• Experience in VMware ESX management required
• Excellent verbal and written communication skills (fluent English is mandatory)
• Ability to work in a multi-cultural global environment
• Share knowledge, train, and educate the organization’s end user community
• Have the ability to get up to speed quickly (work environment technologies)
• Self-motivated and have the ability to work through hurdles with minimal supervision.
• Financial and budget forecasting/tracking
• Vendor Management
• Knowledge of GxP policies and procedures, qualification and validation of computer systems (IQ/OQ/PQ process) desired
• Familiarity with ITIL processes desired
• Ability to multitask.
• Ability to proactively identify risks and provide mitigation solutions
• Detail oriented
• Analytical and problem-solving capabilities
• Exceptional customer focus
• Experience supporting scientifically focused users (analytics) a plus

Should you wish to apply, please send your latest CV in WORD format and IN ENGLISH together with your availability and the ALL INCLUSIVE rate in SWISS FRANCS you require.

Jennifer Sloot
ORCA Solution AG
Aeschengraben 10
4010 Basel

Phone: +41 (0)
ORCA Solution AG