Beschreibung

Senior Service Desk Support EngineerSolvias is a global provider of chemistry, manufacturing, and control (CMC) analytics to the life sciences industry. Our expert team combines decades of experience with regulatory expertise across small molecules, biologics, and cell and gene therapies. Solvias offers end-to-end solutions from raw material testing to drug product release and API development for small molecules. Headquartered near Basel, Switzerland, Solvias operates six global Centers of Excellence, all adhering to the highest ISO, GMP, GLP, and FDA standardsSenior Service Desk Support EngineerAre you interested to join a mid-sized company with local roots in Switzerland and global appeal? You are convinced that ""teamwork"" is more than just a phrase and you live up to it? We're a dynamic, dedicated group that thrives on collaboration and innovation. As we continue to set new benchmarks, we're looking for talented individuals to join us on this exciting journey. If you're ready to contribute your skills and energy to a winning team, we'd love to hear from you!Service Delivery ManagementEnsure IT services meet agreed service levels and performance targetsCollaborate with business units to understand service requirements and ensure seamless service deliveryMonitor and report on IT service performance, identifying areas for improvementIncident and Problem ManagementAct as a point of escalation for complex incidents and problemsLead root cause analysis for major incidents and ensure timely resolutionImplement long-term solutions to recurring issues, minimizing downtime and service disruptionsService ImprovementAnalyze and improve existing IT service processes, driving continuous improvementIdentify opportunities for service automation and optimizationWork closely with internal and external teams to implement service improvementsVendor and Stakeholder ManagementLiaise with third-party vendors to ensure services are delivered according to contractual agreementsManage vendor relationships and ensure SLAs are adhered toProvide regular updates to stakeholders on service performance and any ongoing issuesChange and Release ManagementSupport the IT Change Management process, ensuring minimal service impact during changesOversee the release of new software and hardware, ensuring successful implementation with minimal disruptionto servicesSecurity and ComplianceEnsure that all IT services adhere to security and compliance standardsCollaborate with security teams to resolve any vulnerabilities or security incidentsTechnical LeadershipProvide technical guidance and mentorship to junior members of the service delivery teamLead projects to deploy or enhance IT infrastructure and servicesBachelor's degree in Information Technology, Computer Science, or a related fieldMinimum of 5-7 years of experience in IT service delivery or related technical rolesITIL certification (Foundation or higher) is requiredExperience with cloud services (e.g., AWS, Azure) and virtualization technologies (e.g., VMware, Hyper-V)Proven experience in managing service levels, incidents, and problem resolutionStrong understanding of network, server, and storage infrastructureFamiliarity with service management tools (e.g., ServiceNow, MS Dynamics)Experience in managing services in a hybrid environment (cloud and on-premise)Knowledge of DevOps methodologies and toolsStrong customer-focused mindset with the ability to build strong relationshipsProactive and adaptable, with a willingness to continuously improveAble to work effectively under pressure and manage multiple priorities jid432e9c0a jit0209a jiy26a