Job Description
Main Activities/Tasks:
* Incident & Service Management: Manage incidents, problems, requests, and changes within SLAs.
* Escalate issues appropriately.
* Provide 2nd/3rd line support and liaise with 3rd parties.
* Systems Monitoring & Support: Ensure critical systems monitoring and proactive event management.
* Resolve system support issues per procedures.
* Maintain support documentation (knowledge base, configuration).
* Service Improvement & Optimization: Monitor service performance and recommend improvements.
* Project & Change Management: Manage IT system development and technical changes.
Key Qualifications (Simplified):
* BSc in IT or equivalent experience.
* Strong Knowledge of AS400 IBM.
* 10+ years IT experience, 5-7 in systems support/development.
* Experience in manufacturing/pharmaceutical environments.
* Strong problem-solving, communication, and interpersonal skills.
* Experience with third party IT providers.
* Experience working in a regulated environment.
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