ICON plc is a world-leading healthcare intelligence and clinical research organisation. From molecule to medicine, we advance clinical research providing outsourced services to pharmaceutical, biotechnology, medical device and government and public health organisations.
With our patients at the centre of all that we do, we help to accelerate the development of drugs and devices that save lives and improve quality of life.
Our people are our greatest strength, are at the core of our culture, and the driving force behind our success. ICON people have a mission to succeed and a passion that ensures what we do, we do well.
Overview:
Provide supervisory oversight within specific IT Operations department. Assist in the conception and implementation of systems for the IT Operations departments. Assist with business escalations within IT Operations departments.
Responsibilities:
Recognize, exemplify and adhere to ICON's values which centers around our commitment to People, Clients and Performance.
As a member of staff, the employee is expected to embrace and contribute to our culture of process improvement with a focus on streamlining our processes adding value to our business and meeting client needs.
Travel (approximately 5%) domestic and/or international
* Co-ordinates Infrastructure schedules, plans, timelines and resource assignments
* Oversee / coordinate IT Operations personnel with responsibility for maintaining the availability of IT Operations environments
Responsible for planning and deploying new system implementations and/or upgrades
Responsible for co-ordinating DRP testing
Provide technical consulting and hands on assistance as required during critical situations when issues arise
Implements Infrastructure changes in a fashion whereby user impact is minimal. Effective communication to office staff and global management is necessary for any significant system changes or planned system outage activities.
Attends the Change Advisory Board (CAB) meetings and Problem management meetings to gain an awareness of changes to the Infrastructure and within the global computing environment and to ensure appropriate actions are taken.
Provide input into the development of relevant SOP/WP/BP and IT Operations Budget.
Acts as an escalation point for staff and serious environment problems.
Co-ordinate and collaborate with other functional areas within IT to ensure availability, reliability and scalability of global Infrastructure to meet business requirements
Co-ordinate and direct third party vendors and internal IT staff on Infrastructure activities.
Performs analysis of IT processes to identify deficiencies impacting IT efficiency and effectiveness
Researches and recommends new technologies and strategies to senior management, related to core responsibilities.
May represent IT in sponsor audits
The Team Lead, IT Operations should have the following attributes to enable them to fulfil their role:
Teamwork: Builds strong and effective teams, valuing different contributions; works with and through others, involving people in issues that affect them.
Delivery to Customers: Delivers high quality standards and strives for excellence; Acts in a proactive, flexible and responsive manner to customer needs.
Building Relationships: Establishes good relationships internally and externally.
Personal Effectiveness: Operates independently with a willingness to make decisions; Projects credibility and makes a professional and positive impression on others; Monitors progress and holds self and others accountable.
Robust Thinking: Identifies the key elements of a situation and any gaps and inconsistencies in data. Makes rational judgements from available information and analysis.
Experience:
10+ years of experience in Application / Production Support environment.
Additional responsibilities include Maintaining applications in the development and test environments for pre-release testing. Perform application administration monitoring services, reviewing system and application logs.
Provide technical support including maintenance of installed applications software; implementing, configuring, and testing new product versions with end users; Interact with business users to troubleshoot installation and implementation issues; Maintain proper system documentation and regularly review and maintain the ICON IT knowledge database to improve overall customer experience and additional duties assisting the Application Services Manager.
Experience managing 3rd party Vendor providing development capabilities an advantage
Excellent organizational and written skills and the ability to interact with co-workers
Strong IT process background related to large scale, global, multi-functional implementation of processes and supporting tools.
Ability to define problems, analyse relevant data, establish facts, and draw valid conclusions
Willingness to work in UK time zone.
Benefits of Working in ICON:
Our success depends on the knowledge, capabilities and quality of our people. That’s why we are committed to developing our employees in a continuous learning culture – one where we challenge you with engaging work and where every experience adds to your professional development.
At ICON, our focus is to provide you with a comprehensive and competitive total reward package that comprises, not only an excellent level of base pay, but also a wide range of variable pay and recognition programs. In addition, our best-in-class employee benefits, supportive policies and wellbeing initiatives are tailored to support you and your family at all stages of your career - both now, and into the future.
ICON, including subsidiaries, is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know through the form below.
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