Lead Consultant- Hybrid Operations Team

Job Title: Lead Consultant- Hybrid Operations Team

Career Level - E

Introduction to role:

Join our Enterprise Technology Service Operations team, strategically positioned to support centralised infrastructure services for business functions, aligned with the Global IT strategy. As a Lead Consultant, you will be a key problem-solver, making critical decisions to enhance customer experience. Your primary role will involve ensuring the conferencing support team’s swift and efficient response to all technical support issues, defining support processes and procedures, and conducting in-depth reporting and analysis of technical issues.

Accountabilities:

Enterprise Technology Service Operations is strategically positioned to support centralised infrastructure services for business functions, aligned with the Global IT strategy. The technical service manager position will be a keen problem-solver who is able to make difficult decisions with aim of focusing improved customer experience.

This role will primarily involve ensuring the conferencing support team’s quickly and efficiently responds to all technical support issues, resolve incidents at the earliest with minimum service disruption possible.  It will further involve defining support processes and procedures and in depth reporting and analysis of the reported technical issues, along with root cause analysis leading to recommended remedial action.

Being in an important position of support function it requires professionals to develop standards and procedures for the Conferencing support team, consistently challenge the ways of working for improved performances, meet with cross function teams leads to  make various decisions collaboratively.

Deep technical knowledge on below technologies,

• Microsoft Teams Rooms & Surface Hubs Platform Management

• Cisco Video Conferencing Management

• Zoom Meetings, Webinars and Features Management

• Meeting Room Audio Visual Devices & Integration (In-Room Control Panels / Room Booking Panels/ Controllers / IO8 / Sensors etc.,) from the OEMs like Crestron, AMX & Extron, etc.

As a Lead Consultant, you will focus on improving customer service experience, creating action plans for engaging cross-functional teams. You will maintain awareness of all in scope services pre- and post-delivery issues and provide status to leadership team. You will supervise the IT services team to support and maintain IT infrastructure within agreeable service level agreements. You will also analyse existing IT systems and provide improved solutions, interact with architects, manage a governance structure with an aim to deliver high-quality service offering.

Essential Skills/Experience:

• Bachelor/Master’s degree in computer science or IT with 12+ years of experience. In Depth or working Knowledge on Technical Services.

• Master's in business administration is advantageous

• Adaptable and progressive learner with the ability to explain complex technical concepts to a variety of audiences.

• Ability to work independently and work collaboratively in a team environment.

• An ability to work effectively in a matrix organization is essential

• Creating a great workplace environment with a culture of learning and continuous improvement through coaching, mentoring and developing skills

• An active listener with excellent and confident communications and interpersonal skills with an ability to read complex customer situations and adapt as needed.

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

At AstraZeneca, our work has a direct impact on patients. We're transforming our ability to develop life-changing medicines by combining cutting-edge science with leading digital technology platforms and data. Join us at a crucial stage of our journey in becoming a digital and data-led enterprise. Make the impossible possible by building partnerships and ecosystems, creating new ways of working and driving scale and speed to deliver exponential growth. We're a network of entrepreneurial self-starters who contribute to something far bigger. There's a diversity of expertise in our Technology group that's unique to AstraZeneca. it allows us to dive deep into exploring new leading-edge technology.

Ready to make your mark? Apply now!