Network Platform Operations - Service Owner

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The Future Begins Here

At Takeda, we are leading digital evolution and global transformation. By building innovative solutions and future-ready capabilities, we are meeting the need of patients, our people, and the planet.

Bengaluru, the city, which is India’s epicenter of Innovation, has been selected to be home to Takeda’s recently launched Innovation Capability Center. We invite you to join our digital transformation journey. In this role, you will have the opportunity to boost your skills and become the heart of an innovative engine that is contributing to global impact and improvement.  

At Takeda’s ICC we Unite in Diversity

Takeda is committed to creating an inclusive and collaborative workplace, where individuals are recognized for their backgrounds and abilities they bring to our company. We are continuously improving our collaborators journey in Takeda, and we welcome applications from all qualified candidates. Here, you will feel welcomed, respected, and valued as an important contributor to our diverse team.

OBJECTIVES/PURPOSE

• Provide service delivery activities related to Infrastructure, Development and engineering platform family (Fundational Technology Platforms FTP).
• Understand enterprise DD&T strategy, the available GDD&T platforms and services, and the roadmaps for these platforms and services.
• Execute service that reflects customer and business needs, balancing long-term and short-term service availability and capability.
• Manage service SLAs, KPIs and OKRs and remain accountable to guide regional service owners through analysis and prioritization to ensure customer needs are met and customers are satisfied with services.
• Oversees and analyses the services consumed to determine the most efficient use of these services and achieves year on year efficiency gains in conjunction with service delivery providers.
• Ensure customer satisfaction with services delivered and provide service insights to customers.

ACCOUNTABILITIES

• Deliver service to customers; manage capacity across the delivery teams successfully scaling to meet customer demand.
• Uses new techniques, delivery experience and business knowledge to drive the enforce existing SOPs and develop new, efficient delivery processes.
• Work in complex landscape and support simplifying process and technology designs, propose and execute solutions to identified highly complex IT problems or process driven agile approaches.
• Execute services workflows and tracks operational metrics.
• Collaborate to implement new capabilities delivering business outcomes in terms of speed to value as well as client satisfaction.
• Ensure new platform capabilities are properlly introduced into steady operation.
• Work on tough problems with other team members and independently solve, with some guidance, very difficult technology problems.
• Demonstrates advanced tooling and techniques to other technical organizations throughout the company.

CORE ELEMENTS RELATED TO THIS ROLE

• Collaborate with the rest of the team to delivery customer solutions, operational support and new services/capabilities from platform team.
• Understanding of the Infrastructure, Development and Engineering platform family, including automation, well architected framework and ITLT v4 processes.
• Support and maintain the services that supports FTP platforms.

• Ability to understand and communicate effectively both verbally and in writing with both technical and non-technical languages.

DIMENSIONS AND ASPECTS

Technical/Functional (Line)

• Teamwork on highly complex problems with other team members and independently solving, with some guidance, difficult technology problems.
• Demonstrates infrastructure tooling and techniques to others across the rest of GD&T.
• Demonstrated in depth knowledge of key patterns and industry awareness of trends in the bio/pharma industry.
• Partner with other Service Teams to understand prioritized demand and to coordinate the delivery of services.

Leadership

• Influence and supervise 3rd party providers to deliver at appropriate levels of quality, response times, stability, and agility.
• Ability to influence the community across Takeda to a future state modern Ecosystem of Products, Platforms and Services.
• Align and Drive agile and platform groups to a better end-state.

Decision-making and Autonomy

• Work with our third-party support teams, including ICC/ICS members to maintain a stable ecosystem.  It will require the need to implement decisions impacting our platform environments.
• Ability to work through/complex and propose proper technology choices.
• Independently manage day to day request and issues while knowing when to escalate more critical problems or decisions.

Interaction

• Interact with and influence cross functional team members, including Platform teams, Functional Leads, Business Partners, Product teams and others.
• Coordinate with other plafform, engineering and operations teams at a technical level and coordinate different technical aspects across the ecosystem.
• Align with Enterprise Architecture, Platform Team and Quality Teams to make sure services co-exist with other best practices and deployments.

Innovation

• Work with other cutting-edge teams, to drive future state capabilities that tend to involve work that may be unknown in the beginning.
• Understand complex problems and be able to apply modern technology patterns to them.

Complexity

• Ability to distill complex operational feedback into actionable implementations, and stable deployments.
• Ability to work with an agile time-based team and operate within a traditional project and waterfall-based funding and approval cycles.
• Collaborate in complex deployments from Design to implementation and finally deployment. 

EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS:

Required

• Bachelor’s degree or equivalent experience.
• 5+ years of experience in IT Service Management, business-critical technical network operations, or relevant project work.
• 5+ years of technical leadership experience in enterprise and large-scale network operational environments
• 5+ years of network operation and translating technical depth into business language.  
• Experience working with outsourced and remote delivery teams as a virtual team member.
• Experience managing operational oversight of third-party outsourcing firms and ITSM service level management, including ITLTv4
• Experience with Change management and CAB processes nad procedures
• Ability to design, implement and troubleshoot Wan, Lan, Wi-FI and security infrastructure, including troubleshooting, resolving, and communicating networking issues to other employees and management.
• Problem solving experience across all functional layers with an emphasis on quick problem resolution. 
• Industry and technical certifications. Minimum of CCNA certification required.  CCNP desired.
• Ability to work in an agile and rapid changing environment with high quality deliverables.

What Takeda Can Offer You 

• Takeda is certified as a Top Employer, not only in India, but also globally. No investment we make pays greater dividends than taking good care of our people. 
• At Takeda, you take the lead on building and shaping your own career. 
• Joining the ICC in Bangalore will give you access to high-end technology, continuous training and a diverse and inclusive network of colleagues who will support your career growth. 

Benefits 

It is our priority to provide competitive compensation and a benefit package that bridges your personal life with your professional career. Amongst our benefits are: 

• Competitive Salary + Performance Annual Bonus 

• Flexible work environment, including hybrid working 
• Comprehensive Healthcare Insurance Plans for self, spouse, and children 
• Group Term Life Insurance and Group Accident Insurance programs 
• Health & Wellness programs
• Employee Assistance Program 
• 3 days of leave every year for Voluntary Service in additional to Humanitarian Leaves 
• Broad Variety of learning platforms   
• Diversity, Equity, and Inclusion Programs 
• Reimbursements – Home Internet & Mobile Phone 
• Employee Referral Program 
• Leaves – Paternity Leave (4 Weeks) , Maternity Leave (up to 26 weeks), Bereavement Leave (5 days) 

About ICC in Takeda 

• Takeda is leading a digital revolution. We’re not just transforming our company; we’re improving the lives of millions of patients who rely on our medicines every day. 
• As an organization, we are committed to our cloud-driven business transformation and believe the ICCs are the catalysts of change for our global organization.

#Li-Hybrid