Job DescriptionIn case you haven’t heard of usOur company is a global health care leader with a diverse 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 collaboration. As part of our global team, you’ll have the opportunity to work alongside talented and dedicated colleagues while developing and expanding your career.Join us in the digital health revolution and tackle the 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 the US, where you will find an innovative atmosphere, friendly, and collaborative environment. Create outstanding 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 emails received in the Global Operations Center (GOC) master mailbox
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 updates
Assistance to Major Incident Managers
Paging relevant stakeholders and sending out communication for Critical Incidents, Major Incidents and Enterprise Major Incidents
Prioritization and event triage, Identification of the initial set of resolver groups - determine 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.
Education:
Bachelor of Science degree is preferred; however, work experience will be considered.
We are looking for enthusiastic IT professional
Minimum 3 years of technical support in a service desk/ IT command center/network operations center role
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
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 identify and prioritize multiple evolving tasks simultaneously
Ability to use monitoring tools, such as Moogsoft and SevOne to proactivity identify incidents
Desired Experience and Skills
Excellent analytical skills
Excellent communication skills
Excellent written skills
Proficiency in ITSM tools (e.g. ServiceNow, JIRA)
ITIL Foundation certification or higher
Project Management experience
Desired Technical Skills
Understanding of networking concepts (TCP/IP, DNS, DHCP)
Familiar with cloud services (AWS, Azure)
What we offer
Exciting work within a great team environment
Competitive salary
Position in leading global healthcare company
Global projects, international environment
Opportunity to learn and grow professionally within the company on a global scale
Hybrid working model
Pension and health insurance contributions
Internal reward system – INSPIRE – with redeeming option as services, goods, or vouchers
Current Employees apply HERE (https://wd5.myworkday.com/msd/d/task/1422$6687.htmld)Current Contingent Workers apply HERE (https://wd5.myworkday.com/msd/d/task/1422$4020.htmld)US and Puerto Rico Residents Only:Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here (https://survey.sogosurvey.com/r/aCdfqL) if you need an accommodation during the application or hiring process.We are an Equal Opportunity Employer, committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status, or other applicable legally protected characteristics. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:EEOC Know Your Rights (https://www.eeoc.gov/sites/default/files/2022-10/22-088EEOCKnowYourRights1020.pdf)EEOC GINA SupplementPay Transparency Nondiscrimination (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp%20EnglishformattedESQA508c.pdf)We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively.Learn more about your rights, including under California, Colorado and other US State Acts (https://www.msdprivacy.com/us/en/CCPA-notice/)U.S. Hybrid Work ModelEffective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as “remote”.The Company is required to provide a reasonable estimate of the salary range for this job in certain states and cities within the United States. Final determinations with respect to salary will take into account a number of factors, which may include, but not be limited to the primary work location and the chosen candidate’s relevant skills, experience, and education.Expected US salary range:$83,100.00 - $130,900.00Available benefits include bonus eligibility, long term incentive if applicable, health care and other insurance benefits (for employee and family), retirement benefits, paid holidays, vacation, and sick days. A summary of benefits is listed here (https://www.benefitsatmerck.com/) .San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance OrdinanceLos Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring OrdinanceSearch Firm Representatives Please Read CarefullyMerck & 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:No relocationVISA Sponsorship:NoTravel Requirements:10%Flexible Work Arrangements:HybridShift:1st - DayValid Driving License:NoHazardous Material(s):n/aJob Posting End Date:12/27/2024A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.Requisition ID: R326602