Description
This position will be responsible for delivering first class service, advice, and technical support to our users, through the highest standards of customer service, efficiency, knowledge, and integrity. This individual should have experience architecting and implementing Global Networks with multiple underlying technologies. Work with network team to assist with resolving the daily operational issues for all sites. Strong background in supporting High Availability GxP MFG IT/OT environments. This individual will work with Service Operations Mangers predominantly outsourced on the stability and integrity of mission critical infrastructure, applications, and systems. This position will ensure adherence of provided IT Network Management Services to the business as per agreed SLA’s.
This is a site-specific role where the incumbent will be the first point of contact for business and IT contacts at the Alkermes Wilmington site for initiatives requiring infrastructure input, responsible for coordinating efforts and engaging other subject matter experts (SMEs) and leaders as needed.
Responsibilities
- Provide technical and delivery management oversight for support teams responsible for Network Administration, Global, on-premises, and cloud connected resources
- Assist in day-to-day IT service delivery escalations relative to operational performance of Networking support teams and connected services
- Maintain a deep technological understanding of Network Administration, capabilities, and best practices for Network Security
- Facilitate cross-team collaboration to drive resolution of complex issues with support from other IT groups as required
- Be that Subject Matter Expert to identify and lead execution of continual improvement initiatives with respect to designated areas of responsibility
- In partnership with the Director of Infrastructure, ensure technical support teams are operating in adherence with all defined IT Service Management Policies and Processes
- Partner with both Enterprise Architecture and Delivery to leverage deep understanding of support requirements and facilitate regular reviews of operational readiness criteria to help ensure stability and supportability of all new or modified services
- Partner with Security, ensure technical support teams are operating in adherence with all defined IT Security and Network policies and in compliance with SOX, NIST, and other regulatory standards
- Provide guidance and approvals to technical staff and communicate meaningful status to IT leadership during major Incidents involving the designated technologies
Basic Qualifications
- 10+ years of experience in Advanced Design of Global Network Architecture
- 5+ years of experience managing infrastructure teams that support Global and on-prem Network Infrastructure.
- 5+ years of experience working with a Managed Service Provider
- Advanced Administrative knowledge in Network configurations and their Operating Systems along with a strong knowledge and background supporting Cisco IOS and Stratix switches
- Knowledge and support of the Aviatrix cloud and security networking platform
Preferred Qualifications
- Proven progressive experience as an Information Technology professional, preferably in a pharmaceutical industry
- Experience with CAPA’s (Corrective and Preventive Action) and Deviations
- Exceptional written and oral communication skills
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
- Highly self-motivated and directed, in a fast-paced team environment
- Sharp attention to detail with proven analytical and problem-solving abilities.
- Effective time management in working on internal tasks as well as with external vendors
- Experience with third-party vendor management and collaboration on proprietary systems
- Advanced experience with hardware troubleshooting with network connections to the following (Server, Load balancer, printer, SANs/Clustered Storage, peripheral, etc.)
- Experience with cross-platform data migrations.
- Advanced understanding of networking concepts: TCP/IP, LAN/WAN, VLANS, DHCP, DNS, Routing, Switching, SDWAN, MPLS, DMZ, and Firewalls a plus
- Experience with Authentication protocols, TACACS, MFA, SAML, and others
- College degree in the field of Computer Science or relevant work experience
- Cisco certifications such as CCNA, CCNP, and CyberOps
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