Market Lead, Frontline Operations at GlaxoSmithKline

Requisition ID: WD202862
Location: Lagos
Position: Full time
Functional area: IT

Job Purpose and Key Responsibilities

• Manage 2nd Level Help Desk & Infrastructure Support for all GSK Shared Services across the Market
• Ensure any “walk-up” support requests are logged into the Remedy System and a ticket generated
• Meet required Remedy Ticket SLA’s
• Provide End-To-End lifecycle support of GSK SOE PC / Mobile Hardware
• Provide on-site Infrastructure “Physical Intervention” support for Core EIS teams & 3rd Party Suppliers
• As requested and agreed, participate in Projects/Pilots for shared service sites as a team member for the delivery of Tech Operations services
• Support delivery of Global GSK programs
• Be aligned with GSK values and expectations

Key Deliverables: Commodity Services
Market Leads :

• Manage team resources and prioritise workloads where applicable
• Manage vendor resources where applicable (may incl. contract mgmt.)
• Attend & participate in Service Review Meetings
• Manage and Control the cluster Tech Ops OPEX & CAPEX spend  to meet budget targets. Escalate any budget issues/concerns
• Develop and maintain close working relationship with the Key Stakeholders that deliver effective & integrated service response.
• Represent Frontline Operations within the Cluster and communicate Frontline operations Strategies to Key Stakeholders
• In collaboration with Procurement manage 3rd Party Vendors and contract re-negotiations
• Drive continuous Service Improvements and ideas on cost savings
• Provide primary Frontline Operations Point of Contact in the event of a Crisis being delared ina cluster
• Provide resources for M&A support
• To provide the business areas proactive and reactive user support and basic user training for new user on boarding.
• Coordinate all Data Gathering requirements for Core EIS groups

Project Management:

• Assist Central Frontline Operations is developing Infrastructure Tech Refresh Plans
• Maintain region Project Portfolio Dashboard
• Report status of Projects at Regional PRB
• Escalate Project Delivery issues to Core Tech or Frontline Operation’s Service Owners
• Prioritise project delivery resources in alignment with BUIT & Core EIS requirements
• Ensure all projects are entered into PPM and follow all Stage Gate approvals approach
• Ensure clear communications to all Key Stakeholders during project delivery is maintained

2nd Level Desk Side Support:

• Manage & Maintain Remedy Ticket Queue to ensure accurate recording of support request s received and resolution activities taken
• Manage Remedy Ticket Queue to ensure ticket SLA’s are met
• Ensure all “walk-up” requests for support are entered into Remedy System to create a ticket
• Communicate to users the progress of a ticket from receipt to closure
• Build, Deploy & Support GSK Standard SOE PC Hardware
• Diagnose HW & SW problems, organize replacement of  defective PC components
• Support Standard Collaboration Tools ( Outlook, OCS & LM)
• Remote Access assistance (Junos Pulse, Soft & Hard Tokens Testing)
• Requisition tapes, cables and general computer supplies as and when needed
• Respond to critical Out of Hours Support requests
• Provide Printer Support and where required in coordination with any 3rd Party Vendors
• Provide Executive Support for those countries where the service has been implemented & for people who qualify for the service
• Provide local VTC/Meetings support
• Manage IT Admin activities (Raising PO’s, SW&HW License Management & X-Charging)

PC Life Cycle Hardware Support:

• Manage the Purchase of PC’s, Coordinate the Build & Deployment of PC’s and asset disposal of PC equipment
• Manage Storage of spare PC equipment
• Manage the physical inventory of  PC equipment

Communications Support (Incidents / Planned Changes):

• As directed by Central Groups or BSC’s , provide Outage Notifications to impacted users and provide regular updates as needed for incidents and planned outages
• As directed be a Primary Point of Contact and provide Communication to end users on impacting Central Initiatives
• Escalate in a timely manner to direct report any issues, concerns or incidents in regards to the supply of EIS Support Services that is impacting business productivity 

Telephony Support:

• Provide IP Telephony Support.
• Manage & Liaise with Vendors as required in executing support services in alignment with support contracts
• Provide Mobile Phone Support (Purchase, Storage & Break/Fix)

Data Centre Management Support:

• Manage Computer Room Environments (UPS/Air Conditioning/Monitoring Controls)
• Manage Access Controls to Computer rooms to meet audit requirements
• Manage General Cleaning & Maintenance of Computer Rooms

Infrastructure Support:

• Co-ordinate the raising and monitoring of calls to 3rd Party Vendors for onsite repairs & maintenance of equipment/services
• Manage Physical Infrastructure equipment of racking & cabling (Network & Server) in Data Centre’s and Network Cabinets around building sites
• Provide Back-Up tape management support to the BSC Backup/Storage team & coordinate  3rd Party offsite tape storage
• Manage the asset disposal of Infrastructure equipment to 3rd Party
• Approval of Chameleon Change Requests
• Provide on-site Infrastructure “Physical Intervention” support for Core EIS teams & 3rd Party Suppliers in the event of any incidents or planned infrastructure outages

 BCP / ITCP:

• Participate in the review of local ITCP’s to ensure alignment with BCP’s
• Coordinate and participate with other required IT Teams in agreed ITCP Testing schedules
• Ensure all EIS components of ITCP testing are successfully completed and any actions/issues for EIS are followed-up and resolved

IT Security & Risk Compliance:

• Participate in any audit preparations representing EIS as required
• Present & Explain requested documents to auditors as required, ensuring EIS central teams including EIS Q&C & BSC’s are informed of any internal/external audit enquiries
• Ensure Risk Management Systems for any local EIS related infrastructure/services are updated and maintained

Service Management:

• Attend any scheduled Infrastructure (Network/Server/Telephony)  & Help Desk Service Review meetings
• Provide VoC feedback on supplied services to the meeting

Other  Types of Support:

• As requested and agreed, participate in Projects/Pilots for shared service sites as a team member for the delivery of EIS services.
• Track all Procurement requests for the delivery of IT Hardware & Software.
• Raise and manage IT related PO’s and coordinate invoice payments through Finance systems
• PAMS Management
• Office re-furbishment upgrades & re-location moves
• Assist in meeting budget targets and working with local Finance in following-up with queries

Key Deliverables: Value Add Services
Cluster Leads:

• Support Central Frontline Operations & Service Owners in capacity planning on Infrastructure Services

Other  Types of Support:

• Provide remote off-site support for Sales Force / Senior Management at special events
• Legacy Operation – Provide 1st Level Help Desk Support to Sales Force 
• Provide support for components of the iPAD Support model where needed due to lack of resources/skills
• Provide Support for Conference Management (Audio Visual Setup etc.) e.g. Regional Brand Summit, HCP Meetings, Andrew and Emma board meetings.
• Provide support for Power generator management / maintenance & fuelling.
• Meetings Rooms setup inclusive of data show management, audio conferencing.
• Live Meeting / WebEx Setup, invitation management for country level, regional level meetings. E.g. Budget cycle planning meeting, GM broadcast. (Live IT) 
• Setup of emails / Applications, Chat client, on mobile phones (Personal / Official)
• Logistics of issuing PO of IT items, e.g. Toners, Computer Papers, IT Accessories.

2nd Level Desk Side Support:

• Provide After Hours/Weekend support for scheduled VTC meetings by Senior Management
• F2F User Training Sessions on Collaboration Tools
• Translating of Central Team Communications for local markets in local languages
• Provide Printing Shop Services
• Where needed provide support for Business Applications

1st Level Desk Side Support:

• First line support on site in cases where remote support by SD is not feasible

Accountability
Relationship Management:

• Build strong relationships with local Tech Groups in the delivery of Frontline Operation’s services
• Build strong relationships with Core Operations & Central Service Groups
• Demonstrable ability to build and maintain relationships with users
• Ensure Customer Service levels are met (Services SLA, agreed VOC level)

Business Knowledge:

• Knowledge of global GSK Business Operations, Core Tech and all BU Tech Functions including shared services
• Knowledge of GSK Infrastructure / Desktop Architecture and Standards

Communication:

• Keeps stakeholders well informed of change in a timely and effective fashion.

Team Work:

• Work with on-site Frontline Operations staff and/or Core Tech & Central teams on service implementation and where required on-going support
• Interacts effectively across boundaries with other IT groups, demand and supply organizations, in country and above country like the Tech Centres , Network Operations, Core EIS teams etc.

Continuous Improvement:

• Identifying opportunities for Frontline Operations Process & Service improvements

Technical Expertise:

• Proven ability to provide effective Infrastructure solutions and to understand technology functions/issues to interpret its application for addressing business goals.

Complexity:

• Capability to define and establish effective ways of working both within the team and with support partners.
• Understand that the needs of validation and risk management in executing support role.
• Negotiate with service providers; internal and external, (Third Parties) to ensure that services are designed to meet the competing demands of standardized solutions and local business requirements.
• Communicates proactively with stakeholders and colleagues, highlighting issues and proposing solutions.

Why You?
Basic qualifications:

• Demonstrable excellent technical skills and understanding of technical concepts
• Good knowledge of Telecommunication Systems, Computer Network Operations and other Application software
• At least 1-2 years of previous experience in direct support and management of systems, their related processes and staff:
• Small Market Lead or Site Lead 2-3 years
• Large Market / Multiple Bus  3-5 Years
• Proficiency in English and demonstrated ability to communicate and interact effectively with employees of all levels, in the business as well in the technological area (advanced speaking skills)
• Demonstrated ability of oral, written and presentation communication skills
• Demonstrable good relationship management and influencing skills. Political and cultural sensitivity essential
• Helpdesk Support using Call Management software
• Minimum of Bachelor's degree

Preferred qualifications:

• Appropriate Technical experience and/or Computing Engineer’s Degree required.
• LEAN/Six Sigma, ADP, Process Management
• ITIL Foundation certification.