Sanofi - Service Expert - Control Tower

JOB OVERVIEW:

Control Tower Mission:-

- Reduce business impact by maximizing service sustainability and availability

- Single point of accountability for all P1 Incidents

- Command & control during P1 Incident lifecycle

- Technical Bridge, Communication, Post Incident Review, Root Cause Analysis- & Problem Management

JOB RESPONSIBILITIES:

- Leader with overall command and control of Priority 1 level incidents that occur during day-to-day operations of Digital environments globally

- Engage and direct internal employees and external partner resources to ensure issue identification

- Help define and coordinate technical action plan

- Establish Order of Operations; prioritize actions required to recover services in a timely manner; assign action items to technical stakeholders according to the defined technical action plan

- Coordinate engagement of all internal/external technical teams as required for fastest possible resolution - Includes establishing technical troubleshooting bridges and directing/controlling troubleshooting resources

- Provide business impact assessment for P1 and escalated P2 incidents to validate proper priority level assignment; include business impact in ongoing incident communications

- Manage all technical and business communications, particularly notifications to business and ITS senior management; to include initial alerts, updated status, and incident resolution

- Monitor and support teams responsible for incident management processes

- Develop, implement, and improve ongoing a P1 incident handling process, interfacing with Service Management Office and other Digital Units for ongoing incident management process improvement with specific focus to Industrial Affairs

- Ensure problem management compliance for all P1 incidents; contribute to problem management effort based on understanding of incident root cause with specific focus to Industrial Affairs

- Contribute to P1 reduction effort (Zero P1 Target) with specific focus to Industrial Affairs

- Establish and assign employees and partners to shifts; ensuring effective resource management required for 24x7x365 incident management

- Interface with Disaster Recovery Office and Cyber Security to understand and drill on DR/Cyber processes and procedures, update with DR/Cyber Office lead as needed

JOB QUALIFICATIONS:

5+ years' experience working in Industrial Affairs environments with specific knowledge of IA systems, processes and practices