Job Description

Summary

COMPANY BACKGROUND
Founded in 1897 and headquartered in Franklin Lakes, New Jersey, Becton Dickinson (BD) is a medical technology company that serves healthcare institutions, life science researchers, clinical laboratories, industry and the general public. BD manufactures and sells a broad range of medical supplies, devices, laboratory equipment and diagnostic products. It employs nearly 80,000 people serving more than 190 countries throughout the world.
The company's customers include healthcare institutions, science researchers, clinical laboratories, the pharmaceutical industry and the general public. BD was one of the first companies to sell U.S.-made glass syringes. It was also a pioneer in the production of hypodermic needles.
Becton Dickinson operates through three worldwide segments:
BD Medical• Diabetes Care
• Medication Management Solutions
• Medication and Procedural Solutions
• Pharmaceutical Systems


BD Life Sciences• Biosciences
• Integrated Diagnostic Solutions


BD Interventional• Peripheral Intervention
• Surgery
• Urology and Critical Care


BD Core Values
We do what is right• We act in alignment with our Company's high ethical standards and protect our Company's reputation, always. We are honest and trustworthy. We speak openly when we have concerns or questions.


We are authentic• We remain true to our Values. We are humble, sincere, transparent and explicit in our intentions. We serve others and guide them to a shared purpose.


We are all accountable• We take personal ownership and responsibility for BD decisions, actions and outcomes, and reliably deliver on personal and professional commitments.


We improve every day• We continuously raise the bar. We relentlessly improve our ideas, products, solutions, services, and processes, to drive the transformation of healthcare, globally. We are curious and never stop learning.


We help each other be great• We support and respect one another, challenge ideas, embrace feedback and work together for the good of our customers, the Company and patients.


opportunity Summary
The Europe and Asia Pacific Regional Application Maintenance and Operations is a position in the COE Organization, reporting directly to the Global Application Maintenance and Operations. BD has a wide application landscape portfolio including multiple technologies and systems from SAP and Non SAP applications.
An application maintenance & operations manager oversees and directs the day-to-day activities of an organization's applications managed by Tecnology Global Services (TGS) teams, ensuring that systems & services are reliable and performing adequatly to support business users.
Europe and Asia Pacific Regional Application Maintenance and Operations manager provides guidance and leadership to the TGS department and its technicians, but also directly supports end users by handling escalations, resolving user issues, and monitoring the performance of business-critical systems to prevent delays and outages and quickly resolve ongoing issues.
Skills
Technical leadership in Service Delivery functions, Strong ITIL/ Incident Management skills, Stakeholder Management & Cross functional collaboration, SAL, SAP Solution Manager, SAP Basis exposure, Business transformation in Supply Chain environments, Providing support to multi-geo (Europe & Asia), Strong communication skills.
JOB RESPONSIBILITIES
The Europe and Asia Pacific Regional Application Maintenance and Operations is responsible• One of the primary responsibilities of the operations manager is monitoring an organization's applications for irregularities and performance issues.
• Lead service governance for a broad spectrum of Technology Operations, including areas such as Infrastructure, IT- Applications (including ERP systems).
• Ensure compliance with ITIL best practices and relevant IT service management (ITSM) processes within the organization. Is responsible to ensure the service delivery metrics are aligned with the agreed KPIs and Service Levels Agreements (SLA)
• Collaborate with Technology Operations vendor support teams to manage technology systems and services.
• Validate monthly SLA compliance reports for technology operations vendor support teams. Determine service credits for lapses in service delivery by technology operations vendor support teams.
• Address corrective and preventive actions, major incident management, and problem root cause analysis. Manage service delivery issues and risks across the portfolio of in-scope systems and managed services.
• Implement quality management and standardization for managed services, including SLA and KPI compliance.
• Drive operational efficiency through process analysis and interdepartmental collaboration.
• Cultivate relevant team members with a tech-driven vision.
• Utilize intelligent process automation technology to enhance internal and external customer engagement.
• Evaluate overall performance using data and metrics.
• Ensure process alignment and governance across technology operations vendor support teams.
• Develop innovative, tech-driven solutions for increased productivity.
• Collaborate with cross-functional teams.
• Implement process automation.
• Evaluate efficiency and drive improvements.
• Take responsibility for IT service Transition and Service disengagement processes.
• Provide effective leadership and guidance to the team members located onsite and offshore.
• Ensure proactive preventive maintenance activities are implemented on the IT Applications to improve the availability of services. Ensure successful rollout of patches and software releases (for HW, SW, DB, Appliances, etc.) to keep the system and all in scope IT Application status on latest approved release.
• Support the day-to-day business requests to cover certain business needs in irregular or ad-hoc manners or required manual intervention from Operation side such as audit support and quality assurance control.
• Develop Department Policies, to ensure that the department operates effectively and reliably. In some IT departments, this process can include developing service level agreements (SLAs) for the support team.
• Resolve Escalations, IT operations managers may provide direct user support by handling escalations. If IT technicians are unable to successfully resolve a user's issue, the IT operations manager will assess the situation and devise a solution to the problem.


QUALIFICATIONS & EXPERIENCE
The ideal candidate will bring a combination of strategic understanding, both business and technology experience, exceptional relationship building skills and solution-oriented mindset together.
In addition, this person should also possess:• 8+ years of experience in IT Service Delivery Management in IT Applications.
• Demonstrated knowledge of major industry standards as ITIL.
• Familiarity with continuous improvement and good understanding Application Lifecycle management.
• Extensive training on computer software and hardware, including servers and systems.
• Ability to communicate complex business / technical challenges in a simplified manner.
• Must be a leader who can influence stakeholders in written and oral communications.
• Strong leadership skills and ability to work in a team environment, coordinate and facilitate diverse teams of different skill sets, backgrounds, cultures, and languages.
• Ability to conduct and facilitate Technical Bridge troubleshooting sessions with business representatives, team member resources, and external 3rd party groups and set priorities.
• Experience working in a highly matrixed organization and in overcoming ambiguity.
• Accept ownership.


Education:
Bachelor's degree in information technology, computer science, or management information systems.
Primary Work Location
IND Bengaluru - Technology Campus
Additional Locations
Work Shift