Service Management Associate

The role of Service Operations Associate is to work as part of a regional team of IT professionals focused on AZ IT service continuity through use of technologies providing observability, proactive monitoring and alerting to manage the health and availability of the IT infrastructure, applications and services.  The team will work with the tools, data and alerts to prevent the occurrence of unplanned outages and spot anomalies with the aim of taking preventative action or instigate speedy investigation to minimise business disruption.  For their shift window, as part of a 24/7/365 service, they will support all priority incident investigations to appropriate processes and standards, they will also support the accurate handover to the next shift.  The role holder will remain compliant with processes of Incident, Major Incident, Event and Problem Management during and post the incident investigations including bridge calls.

Accountabilities:

The Service Operations Associate will be supporting daily service in the Command Centre areas, including:

• Service Operations: From shift handover support the Service Operations local Team with the daily activities for the Command Centre Service including supporting further analysis of priority issues with end-to-end thinking and monitoring of all updates per incident and managing daily tasks.  Ensuring all incoming priority incidents from Service Desks are being actively worked upon enabling speedier resolution.  Check that all relevant knowledge and updates are included in ticket during the handover to ensure the resolution continues at pace.

• Major Incident: during such an event provide any support required for the smooth operation until service returns to normal.

• Communications: ensure that updates about outgoing communications have been captured/recorded in the relevant incident tickets and readily available as needed for daily ‘pulse’ calls or any escalations for information.

• Service Management: Adhere to the ITSM processes of Incident, Major Incident and Event management at all times and foster that culture in others across the teams.  Awareness of Problem Management and checks/balances that all incident that require Problem Management are followed-on appropriately. 

• Technologies: Participate in the use of daily monitoring and alerting information supporting proactive approach to issues.

• Continuous Service Improvement: supporting the Command Centre Team Leads to identify any areas within the day-to-day running of the Command Centre for improvements or automation of administrative tasks.  Highlight any lack of information in knowledge articles or CMDB inaccuracies to ensure any gaps are closed.

Function / Team / Location / Stakeholders

• The IT Service Operations Associate will be a member of a Command Centre Regional Team and reports to the Regional MIM & Monitoring Leads/Service Operations Manager.

• The Command Centre service is 24x7x365 in a shift pattern to ‘follow-the-sun’ of a given business day and may require some unsociable hours of work during critical issue management and handovers. Shift is need.

• The key stakeholders for this role are:

  • Regional MIM & Monitoring Leads

  • ETS Operations Teams

  • Global Service/Application Owners

  • Remote Channel Service Leads e.g. Service Desks

  • Site IT Technical Teams

Essential Skills & Experience required:

• Fluent in English written and spoken.

• 2-3 years’ experience of working in a responsive IT Service support organisation.

• ITIL Foundation level knowledge, particularly Incident & Problem Management

• Customer focused and able to support global teams.

• Strong team working skills and information sharing skills.

• Attention to detail, thoroughness and end-to-end thinking for ticket management and information.

• Experience in supporting issue management.

• Experience of using Command Centre technology solutions, including ServiceNow or similar ITSM Toolset.

Ability to be open, honest and support a collaborative team environment.

Date Posted

Closing Date

AstraZeneca embraces diversity and equality of opportunity.  We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills.  We believe that the more inclusive we are, the better our work will be.  We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics.  We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.