ABBVIE Hiring For Infrastructure Operations Coordinator at Dublin, County Dublin Full Time

AbbVie employees work every single day to discover and address many of the world’s most pressing health challenges. Our work helps people live better lives. When you have patients depending on your solutions, you look for the best people and, when we find them, we make it our business to treat them well.

We are currently sourcing a Infrastructure Operations Coordinator to join our AbbVie North Dublin. Support the day to day business of the Infrastructure Services organization through interact with various support services departments. Liaison between IT and support service vendors in executing day to day support. Works closely with extended infrastructure team in the identification, development and implementation of processes and procedures that will improve productivity and/or service levels for Infrastructure Support Services. Works with vendors, team members and project managers, business analysts to formulate designs based on Client standards and requirements. Are you intrigued? Do you want to learn more?

Some of your key responsibilities :

• Performs daily reviews of ticket activity: queue levels, processing efficiency, backlogs, aging levels along with prior day Incidents to ensure that ticket processing and the Problem Management engines are performing within expected operated parameters
• Interact with the infrastructure team and business users to provide end to end reporting of Infrastructure environment health including: availability, performance, change management and overall environmental health
• Reviews the Service Providers application and technical documentation such as Request for Change, operating procedures and technical and non-technical specifications and provides feedback and approval as appropriate
• Serves as primary AbbVie contact point and first level of escalation for Incidents and Problems. Assists with the prioritization and escalation of system recovery issues with Cross-functional, Build and Infrastructure teams
• Meet with vendors to discuss performance and enhancement issues, rollout of new programs and procedures and security concerns. Coordinates with other IT areas to include Legal, Security, Shared Services and Networking to ensure proper identification and upkeep of servers and software. Engages vendor and outsourced support to enable required versioning of server software and hardware requirements.
• Working with Global PSM, CoE and BTS managers, identifies and creates new vendor setups within the various AbbVie systems (SAP, DSP, etc.), requiring sometimes global fact finding of information through the many affiliates worldwide. Required organizational knowledge and understanding of organizational setup.
• Consults with functional areas to develop understanding of business needs and infrastructure support services. Recommends enhanced services in support of organization as it relates to area of responsibility.
• Responsible for compliance with applicable Corporate and Divisional policies and procedures.
• Identifies the impact of any relevant addition, change, or decommissioning of system to functional area of responsibility.
• Conducts training within BTS of applicable Business Systems (SAP, DSP, Domain Management systems, etc.). Identifies process disconnects and translates them into improvement opportunities with cost savings or avoidance, or productivity improvements.
• Working with team, managed service providers and vendors to implement server and storage-based solution.

Analyses problems, determinates cause and initiates corrective action

So, what Education and Experience do you need for this role?

Excellent communications & organizational skills are required. Ability to communicate effectively verbally and in writing.

Ability to identify and coordinate issue resolution utilizing standard procedures / processes / tools.

Ability to balance multiple priorities simultaneously and manage time appropriately and independently.

At least 2 years combined business, administration experience, preferably in a technical environment

Preferred: Strong problem resolution skills

Preferred: Demonstrated ability to work within cross-functional teams towards task completion.

Preferred: Bachelor’s Degree or Master’s Degree

Have experience working with Microsoft Desktop operating systems and knowledge of IOS and Android operating systems

An understanding of End User Services (Hardware, software, Office 365, MS Teams, AD, Exchange and SharePoint.

Effective diagnosis & troubleshooting on hardware; desktops, laptops, local/network printers and applications.

Active Directory users and computers management.

Installation & Configuration of hardware, OS & PC products supported applications.

Level 1 and 2 technical services experience.

Inventory management.

Excellent understanding of Windows systems fundamentals and management tasks.

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.