Job Description
In case you haven’t heard of us
Our company 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.
Join us in the digital health revolution and tackle biggest opportunities and challenges at the intersection of healthcare, information, and technology. Become a member of our IT Global Innovation Center in the heart of Prague with an innovative atmosphere and flat, friendly, and collaborative environment. Create awesome digital products and enjoy a reward that technology careers don’t often bring: the satisfaction of helping to save lives.
You will be responsible for
Coordination of critical incidents which result in significant disruption to our company’s business operations
Coordination of response to ensure rapid restoration of IT services
Escalate issues to appropriate resolver group and/or management using our company's standard incident management processes and tools
Analyze incident and problem trends to identify improvement opportunities
Monitoring and responding to Global Operational Center (GOC) master mailbox e-mails
Monitoring and responding to GOC EDGE (Early Disruption Gathering & Engagement) events
Alert management
Monitoring and responding to proposed Major Incidents
Managing Critical Incidents from alerts
Incident triage and prioritization of Incidents
ServiceNow ticket creation and regular update
Assistance to Major Incident Managers
Paging relevant stakeholders and sending out communication for Critical Incidents and Major Incidents
Prioritization and event triage, identification of the initial set of resolver groups - determinate level required (T2/T3/Employee)
Documentation using SharePoint, Confluence, Service now platforms
Set up MS Teams Call/Bridges
Participating in projects & initiatives
Drive continuous improvement through sharing observations & learnings during IT incidents & problem investigations
Provide oversight to our company Managed Services providers to ensure adherence to defined processes
Identify improvement opportunities including Process improvement, training, automation, etc.
We are looking for enthusiastic IT professional
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 2 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
Desired Experience and Skills
Excellent analytical skills
Excellent communication skills
ITIL Foundation certification or higher
Project Management experience
What we offer
Exciting work in a great team
Competitive salary
Position in leading global healthcare company
Global projects, international environment
Opportunity to learn and grow professionally within the company globally
Hybrid working model
Pension and health insurance contributions
Internal reward system – INSPIRE – with redeeming option as services, goods, or vouchers
Current Employees apply HERE
Current Contingent Workers apply HERE
Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.
Employee Status:
RegularRelocation:
VISA Sponsorship:
Travel Requirements:
Flexible Work Arrangements:
Shift:
Valid Driving License:
Hazardous Material(s):
Requisition ID:R253809
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