Operations Lead -AID(Automation Integration and Development) Services

Tampa, FL, US
Jun 29, 2019
Required Education
Bachelors Degree
Position Type
Full time
The Operations Lead -AID(Automation Integration and Development) Services will be based at Amgen Capability Center in Tampa, Florida. They will be responsible for the effective and efficient execution and support of the Enterprise Platforms vision to improve end user experience and optimally meet the business needs.

As a leader on the Platform Leadership team, The Operations Lead -AID(Automation Integration and Development) Services owns the effective and efficient execution of the support operations for the global AID & Global Contract & Pricing (GCP) ecosystem including. They will act as primary interface for developing and managing the GCPS/AID support operations to ensure these operations are running in the most efficient and effective manner possible ('factory' mode).

This individual will be counted on to engage frequently with Global Business Solutions (GBS)/ Information Systems (IS) Executive management and partner closely with key Business and IS stakeholders in other organizations. This individual will also act as a single point of contact/SME for GCP/AID support.

Key Responsibilities:
  • Prepare and execute GCP & AID Support Roadmap including process improvements, incident reductions, automation, financial performance/TCO, etc.
  • Provide operational support for GCP & AID Platforms to ensure system availability per our agreed SLA's and implement proactive measures to reduce the number of incidents.
  • Manage GCP & AID Support Team in a managed service environment.
  • Improve internal COE processes related to Maintenance & Production Support for GCP & AID Landscape
  • Ensure successful delivery of the monthly & other planned releases through close collaboration, early engagement, reviews and controls and effective knowledge and support hand-overs
  • Effective interaction with key business constituents to facilitate transparency
  • Manage GCP & AID related communications
  • Manage and maintain vendor relationships
  • Ensure that GCP & AID Systems adhere to Amgen corporate, GMP and SOX compliance requirements, including execution of periodic reviews/attestations
  • Support audit of all relevant platforms in portfolio
  • Drive Rationalization of legacy platforms along with decommission activities
  • Drive utilization and capacity planning of platforms
  • Ensure the publication of a GCP & AID System Activity Calendar (including weekly, monthly maintenance, quarterly releases) and ensure that it aligns across other IS Enterprise systems & stakeholders
  • Act as an escalation point for Production system related issues and get engaged as needed in critical system related issues/events.
  • Work with IS shared infrastructure team & Platforms subject matter experts to plan & execute Production Disaster Recovery failover and failback
  • Maintain strong relationships with Managed Service Provider and Regional Support Leads to ensure global time zone coverage by 'follow the sun' principle
  • Mentor support team members and coach them with their career planning
  • Develop training plan for each team member and implement rotational system ownership
  • Govern demand for engagement of GCP & AID services from external Amgen organizations
  • Serve as Scrum Master for Automation Integration and Development team
  • Conduct road shows to champion and share services provided

    Basic Qualifications

    Doctorate degree
    Master's degree and 2 years of Information Systems experience
    Bachelor's degree and 4 years of Information Systems experience
    Associate's degree and 10 years of Information Systems experience
    High school diploma / GED and 12 years of Information Systems experience

    Preferred Qualifications
  • B.S. or M.S. or MBA degree in a plus
  • CSM certification
  • Previous Service or System Ownership of an enterprise application, familiarity with IS standards/policies and Service Management tools and processes
  • Good understanding of the ITIL (Information Technology Infrastructure Library) process framework and a managed service model in order to ensure that clients/project teams can obtain services efficiently
  • 7+ years of experience in the deploying and supporting of complex Enterprise environments
  • 5+ years of experience of operating in a global managed service environment
  • Strong verbal and written communication, interpersonal and problem-solving skills
  • Demonstrated ability to organize, manage, and direct cross-functional teams to address and solve technical and business issues
  • Demonstrated experience in resource and performance management
  • Strong customer relationship management skills
  • Management experience in all aspects of an information systems environment
  • Portfolio and project management skills
  • Demonstrated ability to coordinate/lead multiple projects/activities with competing priorities
  • Understand service models and ability to prioritize based on impacts to business operations