Under general direction, maintain and support solutions in collaboration with internal and external suppliers, in accordance to the appropriate service level agreements (SLAs), Roche service management processes (Incident Management, Change Management, etc.), and Roche quality and documentation standards.
As Senior Solution Support Engineer you provide leadership and experience within the global DIA IT Solution Maintenance and Support Organization, provide leadership andyou are responsible for the following tasks:
Maintaining and supporting solutions, procedures and business processes that meet business, customer and technological requirements
Evaluating alternative informatic technologies and managing enhancements and change to solutions
Optimize business processes at a global level and develop and manage the respective business critical know-how within the area of expertise
Monitoring and continuous improvement of defined support process though KPIs and SLAs incl. communication to relevant stakeholders
Technical Lead in small to medium sized IT Projects
IT Consultancy for business areas concerning manufacturing related IT topics
IT Consultancy for business areas concerning special printing solutions, barcodes & client engineering
Engineering and support for: all non-standard clients on site, the use of standard clients in manufacturing, for special printing solutions (label printing) on site and for handheld devices (barcode scanners, etc.) on site
To be successful in this role you bring:
Master in computer sciences or comparable education
At least 3 years of professional IT experience in a comparable area
Experience in IT project management and in application integration, maintenance and support
Strong Customer and Service Management focus, as well as experience with Senior Stakeholders
Certification in ITIL Foundation
Fluency in English and German
Ability and willingness to travel up to 20%