We are currently looking to fill a Principal IT Operational Technology Specialist. This role oversees several key functions within the IT operations department that enable the delivery of a high-quality service to system managers and users, and to ensure Service Support and Service Delivery processes are implemented to meet business needs any problems with the day-to-day delivery of services provided by the Service Provider are minimized. This position is focused on the transition to operations and the Incident management process for each system transitioned. This role requires that you establish and handle expectations within the business and drive the IT team to achieve those expectations to a high standard.

In this role, a typical day might include the following:

• esponsible for the Management of the transition to operations and incident management process for IOPS IT.
• Responsible for ensuring the highest level of service availability and efficiency as benchmarked against industry standards and consistent with enterprise goals and constraints.
• Maintain successful operational service support functions for support of operational “Run” activities for the IOPS Organization.
• Responsible for compliance, security and effective delivery of Services throughout the IOPS business.
• As owner of the critical issue process the Service Delivery Manager will take ownership of major incidents to ensure coordination of resolving parties, effective communication to customers and post incident review
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
• Champion Service and Support in Operational projects and develop a solid understanding of projects impacting your service area and ensuring service impact is minimized and agreed
• Be accountable for the quality of the end to end service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
• Drive internal and third-party service review meetings covering performance, service improvements, quality and processes
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
• Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
• Provide regular and accurate management reporting on IT Service performance
• Staff Management including recruitment, mentoring, training, target setting and performance assessment
• Be an ambassador for IT, working across the business to provide effective communication on IT matters and maintain collaboration with other teams to ensure effective dialogue between department.

This role may be for you if you:

• Experience of managing service contracts, from a service and financial perspective
• Strong GxP experience and proven experience of managing in highly regulated environments required
• Strong experience in Infrastructure Operations in manufacturing and automation environments
• Experience in Service Management or Support in a large-scale and diverse environment of incident management, critical issue procedures and related disciplines
• Deep experience of ITIL disciplines, Capacity Management, Reporting and Infrastructure Monitoring.
• Experience of Data Center Infrastructure technologies including but not limited to: Server OS, Virtualization, Storage, Backup and disaster recovery/business continuity
• Experience with operating system (Microsoft Windows & Linux) Citrix, Data Domain, VMAX
• Experience with supervising tools such as SolarWinds, Splunk, etc.
• Problem determination (experience in root cause analysis) and problem resolution skills.
• Hands-on experience of formal outsourcing processes and methodologies
• Ability to work with Service Providers to ensure effective operations and agreed upon service levels.
• Demonstrated experience in Transition Management of services to Operations
• Experience of handling 3rd parties and 3rd party delivered services as well as in leading staff as related to the delivery of the service
• Good leadership and people management skills
• Good written and verbal communication skills
• Demonstrated ability to assess customer needs, creatively approach solutions, and decide and influence appropriate courses of action.
• Excellent customer facing/customer service skills
• Ability to work with distributed team and apply global best practices for service delivery.
• Able to demonstrate a high degree of flexibility including shift and out of hours working

To be considered for this role you must hold:

• Bachelor’s degree in the field of computer science, information systems, or computer engineering or in technology management field
• 5-7 years in the role of delivering IT services to business or consumers with a minimum of 5 years of meaningful experience of large scale outsourced managed services

Does this sound like you? Apply now to take your first steps toward living the Regeneron Way! We have an inclusive and diverse culture that provides comprehensive benefits including health and wellness programs, fitness centers and equity awards, annual bonuses, and paid time off for eligible employees at all levels!

Regeneron is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion or belief (or lack thereof), sex, nationality, national or ethnic origin, civil status, age, citizenship status, membership of the Traveler community, sexual orientation, disability, genetic information, familial status, marital or registered civil partnership status, pregnancy or parental status, gender identity, gender reassignment, military or veteran status, or any other protected characteristic in accordance with applicable laws and regulations. We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application process. Please contact us to discuss any accommodations you think you may need.

The salary ranges provided are shown in accordance with U.S. law and apply to U.S. based positions, where the hired candidate will be located in the U.S. If you are outside the U.S, please speak with your recruiter about salaries and benefits in your location.

$86,900.00 - $141,900.00