Role Summary
The Operations Computing Services (OCS) Team aspires to deliver a best-in-class Technical IT capability to the factory operations production line and laboratory systems.
Responsibilities include but are not limited to:
Incident management through a high level of technical acumen to deliver resolution to multi-faceted and complex IT and automation systems
Supporting requests for service, changes and enhancements, and implementation of architectural standards.
Providing consolation services for new projects
Support to Factory Operations will result in:
Ensure reduced breakdowns in manufacturing and supply chain operations
Provision a consistent delivery of services across all Operations sites,
Reduce the impact to the business resulting from key system failures
Reduce risk from obsolete platforms, tools and equipment through delivery of hardware and system lifecycle management practices.
Role Description
The Operations Computing Services Technical Analyst delivers a range of interrelated onsite specialist service offerings, adhering to the technical strategy and direction provided by the OCS Services Lead, to delivers effective solutions that meet customer and business needs.
The role is accountable for the End to End Resolution of technical issues whilst operating within required quality and compliance standards.
Focus areas include Incident resolution, Architectural review and consultation to new system implementation, support and consultation to business customers, Small change or service introduction coordination and local application specialism.
The role holder will be required work across all functions of the Business and Corporate IT as well as with service delivery partners and local Business Analysts to ensure optimal service delivery is achieved.
Candidate Focus & Challenge
Typical Accountabilities
Delivery of specialist IT technical support to the Operations estate which includes Formulation, Packaging, Manufacturing, Quality and Compliance Systems, Laboratory and Weigh and Dispense functional areas.
Consultation with customers to support and balance the needs for effective system management which includes agreeing planned and unplanned periods of downtime to minimize the impact to business operations.
Performs work activities covering technical and quality aspects on relevant systems working to identify the route cause and resolution of technical issues.
Absorbs complex technical information and communicates effectively at all levels to both technical and non-technical audiences. Assesses and evaluates risk. Understands the implications of new technologies.
Working as part of a global team, consistency and best practice across the factory operations estate in line with global standards.
Assists the user community in provision of transition support and change planning and liaises with project and service teams. Assesses risks inherent in proposed system changes, from a technical, service and architectural perspective to ensure system continuity.
Role Specific Accountabilities
Accountable for ensuring delivery of OCS Service Catalogue items including identification and clarification of service elements, scope of service and role of service within OpsIT.
Operate within the confines of the approved AstraZeneca incident management tool, ServiceNow, to ensure accurate and up to date reporting is achieved.
Contributes to the successful delivery of the Operations Computing Service Improvement Portfolio. Works with the System Owner and the service delivery teams to maintain their system management plan in accordance with local regulatory and compliance policies.
Ensure OCS supported systems have properly maintained patched and anti-virus levels.
Owning the maintenance of the configuration management data for relevant OCS supported systems.
Owns IT relationship management with the local Automation and Engineering teams. Need to be able to translate between IT and Business requirements.
Support- specialist computing devices such as- specialty printers, scanners, scale to laptop configurations, etc.
Tracking all locally-managed projects, reporting on monthly delivery scorecards, provide visibility of all locally delivered OCS projects.
Local Service Introduction activities including the delivery and update of local system support models, analysis of new services and systems to ensure all support partners are correctly aligned, and ownership of the service acceptance criteria for local laboratory and production systems
Local application management- acting as focal point for all aspects of management of local applications including: development and maintenance of system lifecycle plans, application rationalization, overall support and guidance to system owners.
Key Relationships
Internal
Colleagues and Team members
Key business customers
Global process and systems owners
Architecture, Strategy, Innovation, Delivery and Capability functions
OpsIT Regional Service Delivery Managers
Factory Operations Capability Leads
Other Team members and members of OCS across all sites.
External
Third Party suppliers/Vendors (Service and project delivery managers
and external service providers)
Network forums
Requirements:
Candidate Knowledge, Skills & Experience
The candidate should have good working knowledge of pharmaceutical manufacturing industry, as well as relevant systems and automation understanding.
Bachelors Degree level or equivalent qualifications
Strong verbal and written communication skills
Evidence of previous influencing, networking and team working skills
Proven track record with at least 5 years’ experience working in an IT Technical support and delivery role
Experience in laboratory instrumentation and manufacturing Automation systems would be beneficial
Candidate must be able to operate in a time-critical environment
Awareness of Quality and Compliance principles, Good Manufacturing or Good Laboratory Principles (GMP, GLP) is desirable
Ability to work well in and across diverse regional and global teams
Understanding of Basic network engineering principles. While not directly responsible for supporting the infrastructure, must have a good understanding of how systems and relevant components work together.
