Manager, IT Operations

Job Description
Key Responsibilities
 
Drive IT Operations activities within  AbbVie Endocrinology, Inc. (AEI) Business Unit. Responsible for supervising job responsibilities for 5 direct reports 1 Business Systems Analyst, Patient Care Solutions & 4 Consultants).
Utilize ITIL or ITSM framework for IT service delivery using Service Now & similar tools.
Responsible for overall operations & governance of AEI’s applications in line with AbbVie’s operations &ITIL service delivery framework.
Measure, monitor & provide transparency of AEI’s application health to AEI business & leadership.
Establish & maintain strategic level working relationship with functional counterparts in Technology Domain teams.
Employ understanding of pharmaceutical business & experience with HIPAA guidelines.
Serve as initial contact point for strategic initiatives initiated by  Technology Domains teams that require AEI’s support & resources.
Responsible for employing Relationship Management & influencing skills for both technical & non-technical audiences.
Manage & certify compliance with the Change, Release, Deployment & other Service Transition processes.
Employ design & development experience using various programming languages, databases & technologies such as Java, .NET, Python, XML, JSON, Webservices, PL-SQL, Oracle, Teradata, Redshift, Informatica PowerCenter, Mercury Quality Center, Spotfire, etc.
Employ experience working in Agile & scrum using JIRA and confluence, & Data Governance & Master Data Management (MDM) using Informatica MDM, IBM Infosphere.
Responsible for Function as overall Governance lead, to ensure common practices and processes across AEI applications.
Employ experience with Program Management (e.g. Service Delivery, Budget, Performance Management, etc.) using Project and Portfolio Management (PPM) tools such as Broadcom’s Clarity and SAP Fieldglass.
Employ experience in all phases of the software development lifecycle (SDLC) including inception, planning, requirements, design, development, quality assurance, deployment & operations.
Responsible for overall Demand, budget & resource management for applications under the area to interact with  business users, Technology Domain team & infrastructure team to understand prioritize minor enhancements demand & drive the enhancements with service provider.
Employ experience with business processes improvement, transformations, digitization, & modernization. Serve as an AbbVie primary contact point & Primary level of escalation for Incidents & Problems.
Assist prioritization & escalation of systems recovery issues with service provider, cross functional teams, domain teams & infrastructure teams.
Manage  relationship with vendors & AbbVie’s internal IT groups to ensure superior service delivery for all application maintenance & activities.
Employ understanding of systems & infrastructure such a Cloud, networks, datacenters, storage, VDI, VPN, different service models- PaaS, DbaaS, IaaS &  business continuity Plan (BCP).
Provide guidance & direction to other professionals, act in consulting &/or advisory capacity, coordinates highly complex problems & tasks, & processed to meet & operate under deadlines.