Infrastructure and Service Delivery Expert

Posted 12 Nov 2018

National Capital - all, National Capital - Philippines

Req Id 184067

Details

A career in our Company is an ongoing journey of discovery: our 52,000 people are shaping how the world lives, works and plays through next generation advancements in healthcare, life science and performance materials. For 350 years and across the world we have passionately pursued our curiosity to find novel and vibrant ways of enhancing the lives of others.


Infrastructure and Service Delivery Expert

Role:

  • Manage End User Services and Support Processes (Incident Management, Service Request Management, Asset Management / Life Cycle Management, License Management, User Access Management and Print Services)
  • Interacts well and supported the end users on End User Computing (Laptops, Desktops, Mobile Devices and Printers)
  • Handle needed escalation activities through Escalation Management and other Resolver Groups for issues relating to Infrastructure and EUS
  • Act as the local contact point to ensure local systems, network (LAN), servers, backup and recovery, and other infrastructure items in IT environment up and running.
  • Coordinate with various Global Infrastructure IPT Leads for smooth infrastructure operation locally, including monitoring the system logs and activity on servers and devices regularly.
  • Support as “smart-hands” and required on premise support for all standard infrastructure (all incidents and requests related to Server, Telephony system, and Network) locally with the guidance from Global Infrastructure IPT Leads and global partners e.g. Orange, TCS etc.
  • Ensure policies, and procedures are followed to achieve operational excellence
  • Manage and complete assigned projects and tasks according the schedules
  • Execute and perform IT information security function when required following Corporate IS Information Security policy
  • Carry out other tasks as assigned by the supervisor

Tasks:

End User Services:

  • Monitor and work with resolver groups to ensure user’s incident and Task are resolved in timely manner.
  • Work with Vendor to ensure Printing Services availability.
  • Provide basic user training on new initiative/rollout and HR onboarding
  • End User Asset Management and manage asset refreshed for End User devices

Network and Server Operations:

  • Monitor and work on incidents/request related to Servers
  • Monitor and work on incidents/request related to Telephony and Network
  • Coordinate with various Infrastructure IPT Leads on implementation project

Supplier Management:

  • Day to day interaction on workload, escalation, prioritization of work for GSD, Field Services and Infrastructure Services
  • Empower and guide the supplier in chasing other resolver groups

Customer Service Relationship Management:

  • Follow up on escalation, also after resolution to understand if their concerns are now addressed
  • Bring feedback up to her/his management chain
  • Anticipate customer needs to proactively address them

Continuous Improvement and Automation:

  • Leverage global tools to enhance customer productivity
  • Maintain country Infrastructure/End User devices using Merck Standard Platforms.

Level split within the role: 

Level 1 – 

  • IMPACT: Impacts the results of own team with own contributions.
  • COMPLEXITY: Performs routine assignments using existing procedures OR works autonomously within established procedures and practices that require knowledge of concepts and procedures within a job discipline or specialized technical expertise within an analytical method or operational process.
  • ACCOUNTABILITY/ INDEPENDENCE: Accountable for the quality of own work. Receives instruction, guidance and direction from more senior level roles.

Experience:

  • 1 to 2 years’ Experience is managing Infrastructure environment in Windows Servers, LAN and Telephony Systems.
  • Graduate with some professional experience.
  • Broad technical skills required (HW/SW), profound knowledge in Microsoft Office applications (Outlook, Lync, Skype for Business, Word, PowerPoint, Excel), Mobile service and management tools (AirWatch, BYOD, iOS’s).
  • Certification in ITIL, MCSE, CCNA/CCNS will be an advantage.

Level 2 – 

  • IMPACT: Impacts the results of own and closely related teams with own contributions. 
  • COMPLEXITY: Performs a range of non-routine assignments to solve problems of moderate complexity that require working knowledge and experience in own job discipline.
  • ACCOUNTABILITY/ INDEPENDENCE: Accountable for the quality of own work. Receives a moderate level of guidance and direction.

Experience:

  • 3 to 4 years’ Experience in managing End User Computing (Hardware and Mobile Devices), Infrastructure environment in Windows Servers, LAN and Telephony Systems.
  • Information Technology or related field Graduate background with some professional experience.
  • Broad technical skills required (HW/SW), profound knowledge in Microsoft Office applications (Outlook, Lync, Skype for Business, Word, PowerPoint, Excel), Mobile service and management tools (AirWatch, BYOD, iOS’s).
  • Certification in ITIL, MCSE, CCNA/CCNS will be an advantage.

What we offer: At our Company, there are always opportunities to break new ground. We empower you to fulfill your ambitions, and our diverse businesses offer various career moves to seek new horizons. We trust you with responsibility early on and support you to draw your own career map that is responsive to your aspirations and priorities in life. Join us and bring your curiosity to life!

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