345875BR
Jun 15, 2022
Czech Republic

Job Description

Associate Director Network Services - CC, Novartis, Prague, Czech Republic

2.500! That’s the number of IT professionals working across all of Novartis sites all over the world! In this role you will be responsible for Novartis corporate Contact Center infrastructure, leads operation of all Contact Center-related infrastructure services. Supports architecture, engineering and Service Operations Manager Telephony in developing and implementing Contact Center solutions needed by the business.

Your key responsibilities:
Your responsibilities include, but are not limited to:
• Oversee and monitor day-to-day operations of all systems and applications in scope to ensure stability, integrity and business continuity
• Monitor, measure, report and review performance of services in close collaboration with Service Performance Managers
• Manage the lifecycle of incidents and minimize their adverse impact on business operations while ensuring that incidents are followed up and solved appropriately
• Oversee problem management and drive identification of root causes as well as sufficient prevention of recurrences
• Responsible for application lifecycle management and its continual improvements
• Handle and support applications to meet the needs of a defined business area, including providing technical support to the Business and IT
• Maintain and ensure all application data is consistent across the various repositories e.g. Clarity and RoD.
• Implement a vendor strategy, if required, and monitor suppliers involved in operations, while taking accountability to ensure adherence with Security and Compliance policies and procedures within Service/Solution Operation scope

Diversity & Inclusion / EEO

Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

Minimum Requirements

What you’ll bring to the role:
• Bachelor’s degree required, with strong preference in Computer Science, other Science, Technology, Engineering or Mathematics
• 5+ years of professional IT experience; knowledge of Cloud Genesis
• 3+ years working with Contact Center technology (Cisco and/or Genesis preferred) including networking and telecommunications engineering, telephony systems, contact center operations, vendor and service management and security
• Working knowledge of unified messaging, ACD and IVR systems, integration to CRM packages, workforce management, quality management, contact center reporting, voice recording
• Proficiency in English language (spoken and written)

Desirable requirements:
• CCNA, CCNP or CCDP certification preferred

You’ll receive:
Monthly pension contribution matching your individual contribution up to 3% of your gross monthly base salary; Risk Life Insurance (full cost covered by Novartis); 5-week holiday per year; (1 week above the Labour Law requirement) ; 4 paid sick days within one calendar year in case of absence due to sickness without a medical sickness report; Cafeteria employee benefit program – choice of benefits from Edenred CZ in the amount of 12,500 CZK per year; Meal vouchers in amount of 90 CZK for each working day (full tax covered by company); Car Allowance; MultiSport Card. Find out more about Novartis Business Services: https://www.novartis.cz/


Why consider Novartis?
769 million lives were touched by Novartis medicines in 2021, and while we’re proud of this, we know there is so much more we could do to help improve and extend people’s lives.

We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation. That a diverse, equitable and inclusive environment inspires new ways of working.

We believe our potential can thrive and grow in an unbossed culture underpinned by integrity, curiosity and flexibility. And we can reinvent what's possible, when we collaborate with courage to aggressively and ambitiously tackle the world’s toughest medical challenges. Because the greatest risk in life, is the risk of never trying!

Imagine what you could do at Novartis!

Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to learn more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/network
CTS
TT CTS
Czech Republic
Prague
Information Technology
Full Time
Regular
No
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345875BR

Associate Director Network Services - CC

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