Manager, Infrastructure Operations

AbbVie (NYSE:ABBV) is a global, research-based biopharmaceutical company formed in 2013 following separation from Abbott Laboratories. The company’s mission is to use its expertise, dedicated people and unique approach to innovation to develop and market advanced therapies that address some of the world’s most complex and serious diseases. AbbVie employs approximately 28,000 people worldwide and markets medicines in more than 170 countries. 
Description

 

At AbbVie, we have the expertise and structure of a long-established pharmaceutical leader, and the focus and passion of an entrepreneur and innovator. The result is something rare in health care today—a company that has the ability to discover and reach all corners of the globe with treatment options that can improve people’s lives.
  
 
AbbVie Corporation is currently conducting a search for a Manager, Infrastructure Services.  Our employees are passionate about our work and inspired by the impact we can have on the health of people and communities around the world. If you have a passion for growth, customers and want to work in a collaborative, innovative and matrix fast-paced environment, this may be a role for you!
  
Reporting to the Senior Manager Enterprise Data Center and North America Campus Compute Operations, the Manager, Infrastructure Services will manage the development of second through fourth level support of technical initiatives which support application, desktop, infrastructure and corporate projects. These technical initiatives include the desktop, network, servers, communication and infrastructure hardware/software. This position also works with the Senior Manager Enterprise Data Center and North America Campus Compute Operations and division management to develop technical related strategies and provide technology leadership.
 

Responsibilities:

 

  • Supervision and management: 10-12 I.T. department resources with regards to infrastructure operations including desktop support, projects and the prioritization and scheduling of support and project activities covering compute, storage, network, telecommunications, and desktop.
  • Coordination with other areas within I.T. department on infrastructure related services and 1st through 4th level support. Participate and ensure appropriate participation of staff in application/infrastructure projects.
  • Initiate project requests for all infrastructure technical projects as required for the site.
  • Conduct regular meetings and discussions with I.T. department management to further the support of the site.
  • Management of subordinates career development and system backup through training, coaching, delegation and appropriate assignment of tasks to achieve successful project completions while advancing skill base within the I.T. department organization. Hiring, evaluations and termination responsibilities.
  • Recommend, contract and control budget of consultants on projects.
  • Responsible for providing budget and update $$ and backup documentation for all technical areas
  • Act as an escalation point for technical and non-technical issues, including client issue escalation. Works directly with client management to resolve issues
  • Monitors metrics to ensure SLA’s OLA’s are being met and takes corrective actions when these are not being met.
  • Monitors metrics, activities and issues to come up with service improvements. Creates proposal and business cases with options to submit to management and client groups
  • Manages the day to day relationships with the client groups. Escalates higher profile issues to IT management
  • Manages the resources of the department, include planning, hiring and budgeting as appropriate
  • Responsible for ensuring team members are trained (no delinquencies, and in compliance with Corporate policies and procedures
  • Maintains productive relationships with peers and management in IT and larger groups of clients covering the areas of a number of technicians.

 Equal Opportunity Employer Minorities/Women/Veterans/Disabled 

Qualifications

 

  • Eight to ten (8-10) years of IT experience related to information technology with strong technical component/exposure.
  • Bachelor’s Degree (Computer Science, Computer Engineering, or Information Technology Major Preferred) or equivalent experience
  • Superior customer service skill set and experience in a strong customer service oriented environment
  • Three to four (3-4) years experience as a Project leader
     
  • Experience working in an FDA regulated environment
  • Familiarity working with change controls, validation protocols and procedures
  • Exposure to ITIL is desirable
     
  • Skilled in advanced/complex problem solving and negotiating, and coaching of subordinates on same
  • Ability to take key actions and demonstrate behavioral anchors that support all AbbVie Leadership Competencies.
  • Capability to handle pressure and stress
  • Excellent time/project management skills
  • Ability to manage up and down the organization and interact will all levels of management
     
  • Ability to find technical solutions to business issues which are within budget, resources and current/planned architecture, guidelines and procedures
  • Ability to balance subordinate career paths, individuals’ preferences and meeting business needs.
  • Ability to work as a team with the other groups within IT to ensure departmental goals, budgets, standards and timelines are respected.
  • Good presentation skills
  • Ability to prepare executive’s summaries
  • Ability to manage/handle an operational budget of approx. $3MM
  • Familiarity with asset management processes
  • Familiarity with the following platforms:
    • Infrastructure Hardware Platforms: HP, Extreme, Avaya, Cisco, NetApp, EMC, RiverBed, Oracle (SUN)
    • Platforms:  Citrix, VMWare, Windows 2003/2008/2012 server,  Unix/Linux
    • DataBase: Oracle, SQL
  • Desktop Platforms:  Dell, Windows XP/7/8/10
  • Familiarity with tools such as:  Service Now, EPO, Splunk, HPSA

 Significant Work Activities and Conditions Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day) 

Job Classification

: Experienced

Job

: INFORMATION TECHNOLOGY

Primary Location

: USA-Massachusetts-Worcester

Organization

: Headquarters

Schedule

: Full-time

Shift: Day

Travel

: No

Source:https://abbvie.taleo.net/careersection/2/jobdetail.ftl?lang=en&job=82701&src=JB-11040

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