Come to work each day with an inclusive and collaborative business technology team. As an ICC Duty Manager in AbbVie Business Technology Solutions (BTS), you’ll assist in the delivery of Major Incident Management services as well as other Incident Command Center services which contributes to the technical production stability of a leading biopharma company, helping to create solutions that impact patients and their communities for the better.In this role, you’ll be responsible for:
Managing the Major Incident Management and Problem Management services as part of the Incident Command Center team ensuring our service delivery efforts are planned and executed using current standards, methodologies, tools and processes and follows rules for requesting exceptions, where justified, to achieve business needs
Addressing chronic IT issues by holding targeted technical discussions (known as ICC Swat) with the required IT support teams through the resolution of the issue
Supporting other Incident Command Center initiatives designed to drive down the impact of incidents, prevent the occurrence/re-occurrence of incidents, and promote production stability (e.g. IT Change Monitoring, ICC Swat, Proactive Problem Management,). Trains other members of the Incident Command Center on new initiatives.
Maintaining a working knowledge of appropriate AbbVie IT high-level architectures, ITIL practices, Abbvie standards and other frameworks that impact service and solution delivery and ensures that appropriate governance is engaged
Assisting with the monthly presentations on Major Incident and Problem metrics and key insights for status reporting to key stakeholders including KPIs, risks, and issues
Maintaining productive relationships with colleagues and internal users of our department services.
Tools and skills you will use in this role:
ServiceNow
General Technical Infrastructure knowledge
Technical bridge call management
Experiences that make you a strong candidate for this role:Required
Bachelor's degree in Information Technology, Computer Science, or Computer Engineering. Equivalent experience is defined as 6 years combined experience in the above areas.
Foundational knowledge of ITIL framework and Service Operations (Incident Management, Major Incident Management, and Problem Management)
Proficiency with ServiceNow
Beneficial
Work experience in the pharmaceutical industry
If you believe you’re a great fit for this job but don’t have all of the experiences listed above, we encourage you to apply anyway!Why Business Technology SolutionsFor anyone who wants to use technology and data to make a difference in people’s lives, shape the digital transformation of a leading biopharmaceutical company, and secure sustainable career growth within a diverse team: we’re ready for you.AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community, and embracing diversity and inclusion. It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.
