IT Command Center Specialist

MSD is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products. Today, we are building a new kind of healthcare company – one that is ready to help create a healthier future for all of us.


Our ability to excel depends on the integrity, knowledge, imagination, skill, diversity and teamwork of an individual like you. To this end, we strive to create an environment of mutual respect, encouragement and teamwork. As part of our global team, you’ll have the opportunity to collaborate with talented and dedicated colleagues while developing and expanding your career.

 

At this moment, we are looking for the IT Command Center Specialist to join our team who will be responsible for:

  • Resolution coordination of critical incidents which result in significant disruption to MSD’s business operations.
  • Coordination of response to ensure rapid restoration of IT services.
  • Coordination and communication of IT service disruptions effecting MSD business operations.
  • Drive alignment of Global IT Command Center with country and site leadership, infrastructure operations, application operations & IT engineering teams - ensuring timely engagement and flawless process execution.
  • Drive continuous improvement through sharing observations & learnings during IT incidents & problem investigations.
  • Provide oversight to MSD Managed Services providers to ensure adherence to defined processes.
  • Partner with IT colleagues to communicate service disruptions.
  • Escalate issues to appropriate resolver group and/or management using MSD's standard incident management processes and tools.
  • Analyze incident and problem trends to identify improvement opportunities.
  • Manage Complex Problem to drive rapid resolution.
  • Coordinate problem investigations for Major Incidents to ensure root cause identification & implementation of corrective and preventative actions.
  • Coordinate required status reports for Global IT Command Center management and senior management.
  • Identify improvement opportunities including: Process improvement, training, automation, etc.

In a nutshell, we will want you to:


You will be working in the Global Operations Center for an innovative, global healthcare leader committed to improving health and well-being in 140 countries around the world.  As part of our organization you would be using your analytical, decision making, troubleshooting, problem solving, time management and project management skills to perform the following activities:

  • Oversight, communication & effective resource coordination for all activities required to resolve Critical Incidents resulting in significant impact to MSD business operations.
  • Drive alignment of Global Operations Center engagement and process execution with country/site leaders.
  • Monitors Managed Services provider to ensure all services are delivered with appropriate quality and timeliness while ensuring adherence to defined processes.
  • Partners with IT colleagues to communicate service disruptions in the environment.
  • Escalates issues to appropriate resolver group and/or management using MSD standard incident management processes and tools.
  • Integrates incident management findings into the Problem Investigation process to reduce reoccurrence of incidents.
  • Works the days and hours which are scheduled in order for the team to provide the required level of support. This will require participating in an on-call rotation that could require weekend and holiday coverage.  Flexibility to cover for operational needs is a must.
  • Provides technical guidance to Global Operations Center personnel as well as training for new personnel.
  • Coordinates and leads special projects to design, deploy and/or migrate technologies into the scope of the Global Operations Center by partnering with IS colleagues to ensure the correct standard platforms and procedures are implemented.
  • Coordinates required status reports for Global IT Command Center management and senior management.
  • Identifies continuous improvement opportunities and implements process and or technology changes to realize approved projects using project management methodologies.

We are looking for enthusiastic IT professional with:

  • A BSc Degree or equivalent with relevant experience in Computer Science, Computer Science Engineering, Math, or equivalent experience.
  • A working knowledge of ITIL framework and how each function contributes to the overall delivery of a stable IT environment.
  • Minimum 3 years of technical support in a service desk/ IT command center/network operations center.
  • General knowledge of all infrastructure technologies & application development with a specialization in at least three technologies.
  • Strong interpersonal skills, with demonstrated ability to work as part of both physical and virtual teams.
  • Strong analytical, decision making, troubleshooting, problem solving, time management and project management skills.
  • Ability to simultaneously identify and prioritize multiple changing priorities.

Nice to have:
  • Good analytical & communication skills
  • ITIL Foundation certification or higher

Besides a great atmosphere and flexible working environment, we also offer:

  • Competitive remuneration
  • Position in a world leading global company
  • Challenging career
  • Professional growth based on performance
  • Innovative working environment
  • Wide range of benefits

Your role at MSD is integral to helping the world meet new breakthroughs that affect generations to come, and we’re counting on your skills and inventiveness to help make meaningful contributions to global medical advancement. At MSD, we’re inventing for life.


 
Recruitment Agency / Search Firm representatives please note:
MSD will not accept unsolicited CVs from recruitment agencies / search firms under any circumstances.  In order to present CVs to MSD, your Recruitment Agency / Search Firm will have been invited to work on a specific vacancy and have Terms of Business signed and agreed with the relevant Recruitment and Staffing Regional Lead. Should you send CVs for a vacancy that you have not been specifically invited to work on to any employee at MSD (via email, post, internet, Taleo or any other method), these will be deemed the sole property of MSD.  MSD will pay no introduction fee to the Recruitment Agency / Search Firm if a candidate is hired as a result of an agency introduction under these circumstances.
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IT Command Center Specialist

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Note: Merck & Co. Inc Kenilworth, NJ. USA, is known as Merck Sharp & Dohme or MSD in most countries outside of the U.S. and Canada.

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