Associate Director, Service Delivery, Data Center And Cloud Operations

Regeneron Pharmaceuticals Sleepy Hollow , NY 10591

Posted 9 months ago

Known for its scientific and operational excellence, Regeneron is a leading science-based biopharmaceutical company that discovers, invents, develops, manufactures, and commercializes medicines for the treatment of serious medical conditions. Regeneron commercializes medicines for eye diseases, high LDL-cholesterol, atopic dermatitis and a rare inflammatory condition and has product candidates in development in other areas of high unmet medical need, including rheumatoid arthritis, asthma, pain, cancer and infectious diseases.

Summary:

The IT Service Delivery role oversees several key functions within the IT department that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard. Position is responsible to ensure that value is achieved as anticipated from the outsourced relationships under management, typically within a domain or service area. To ensure that the overall services as expressed in the Statement of Work and related exhibits, and the service levels for outsourced services/functions are maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the Service Provider are minimized.

Responsibilities:

  • Responsible for the Management of Service Providers, for quality of Service, and for contractual and financial management of the respective Service areas being managed.

  • Responsible for ensuring the highest level of service availability and efficiency as benchmarked against industry standards and consistent with enterprise goals and constraints.

  • Maintain high performing operational service support functions for support of operational "Run" activities for Data Center and Cloud Services throughout Regeneron.

  • Work with offshore & onshore teams to run day to day cloud operations to meet project deliverables as well as Business as usual weekly deliverables

  • Work closely with Regeneron's engineering team to address short-term and long-term requirements while adhering to industry best practices

  • Responsible for compliance, security and effective delivery of Services throughout Regeneron

  • As owner of the escalation process the Service Delivery Manager will take ownership of major incidents and incident management to ensure coordination of resolving parties, effective communication to stakeholders and post incident review

  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed

  • Champion Service and Support in operational projects and develop a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed

  • Be accountable for the quality of the end to end service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems

  • Drive internal and third-party service review meetings covering performance, service improvements, quality and processes

  • Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner

  • Provide regular and accurate management reporting on IT Service performance

  • Staff Management including recruitment, mentoring, training, target setting and performance assessment

  • Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between department.

Requirements:

Education

  • Bachelor's degree in the field of computer science, information systems, or computer engineering.

  • Bachelor's degree in technology management field

Experience

  • 8-10 years in the role of delivering IT services to business or consumers with a minimum of 5 years of relevant work experience of large scale outsourced managed services.

  • At Least 5+ Years of providing Infrastructure Architecture & Engineering leadership in defining, contributing and/or developing data center strategy and roadmap

  • Deep knowledge of Infrastructure technologies, data center, server, virtualization, storage and disaster recovery/business continuity

  • Experience with Cloud Computing platforms like Amazon AWS and Microsoft's Azure.

  • Demonstrated skills in private and public cloud solutions, hyperconverged, OpenStack and VMware, EMC and Cisco technologies (Vblock preferred).

  • Experience on architecting and designing automation solution on Cloud (IAAS, PAAS, SAAS) on an enterprise level

  • 3 Years of related understanding pertaining to public cloud solutions such as Kubernetes, Docker, DevOps, IAAS, PAAS, SAAS

  • Ability to communicate equally effectively to Engineers, Product Managers, Sales, Customer Satisfaction, and Executives

Working knowledge of private cloud virtualized infrastructure needs as well as public cloud, along with high level understanding of needs pertaining to Relational Databases

  • A strong understanding of Hybrid Data Center Business Continuity/Disaster Recovery (BC/DR) strategies and hot-site operational planning is highly desirable

  • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines

  • Experience in defining & implementing & Managing Software Defined Data Center Technologies

  • Proven track record of delivering complex infrastructure engineering projects

  • Experience designing and developing highly available infrastructure capable of 24x7x365 business operations with a track record of managing teams that supported engineering highly available services.

  • Experience with operating system (Microsoft Windows & Linux) Citrix, Data Domain, VMAX

  • Experience with monitoring tools such as Splunk

  • Experience of managing service contracts, from a service and financial perspective

  • Strong GxP experience and proven experience of managing in a highly regulated environment

  • Deep experience of ITIL disciplines

  • Problem determination (experience in root cause analysis) and problem resolution skills.

  • Hands-on experience of formal outsourcing processes and methodologies

  • Ability to work with Service Providers to ensure effective operations and agreed upon service levels.

  • Able to demonstrate a high degree of flexibility including shift, On Call 7X24, travel to various Regeneron and Onshore MSP delivery center and out of hours working

  • Proven negotiation and influencing skills.

  • Experience of managing 3rd parties and 3rd party delivered services

  • Good leadership and people management skills

  • Good written and verbal communication skills

  • Demonstrated ability to assess customer needs, creatively approach solutions, and decide and influence appropriate courses of action.

  • Ability to work with global team and utilize global best practices for service delivery.

  • Able to demonstrate a high degree of flexibility including shift and out of hours working

  • Excellent organizational skills

  • Proven analytical, evaluative, and problem-solving abilities.

  • Exceptional customer service orientation.

This is an opportunity to join our select team that is already leading the way in the Pharmaceutical/Biotech industry. Apply today and learn more about Regeneron's unwavering commitment to combining good science & good business.

To all agencies: Please, no phone calls or emails to any employee of Regeneron about this opening. All resumes submitted by search firms/employment agencies to any employee at Regeneron via-email, the internet or in any form and/or method will be deemed the sole property of Regeneron, unless such search firms/employment agencies were engaged by Regeneron for this position and a valid agreement with Regeneron is in place. In the event a candidate who was submitted outside of the Regeneron agency engagement process is hired, no fee or payment of any kind will be paid.

Regeneron is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Associate Director Data Center Architecture And Engineering

Regeneron Pharmaceuticals

Posted 5 months ago

VIEW JOBS 10/30/2019 12:00:00 AM 2020-01-28T00:00 Known for its scientific and operational excellence, Regeneron is a leading science-based biopharmaceutical company that discovers, invents, develops, manufactures, and commercializes medicines for the treatment of serious medical conditions. Regeneron commercializes medicines for eye diseases, high LDL-cholesterol, atopic dermatitis and a rare inflammatory condition and has product candidates in development in other areas of high unmet medical need, including rheumatoid arthritis, asthma, pain, cancer and infectious diseases. Summary: The Associate Director, Principal Data Center Engineer, is responsible for the architectural design, engineering, and deployment of the Regeneron data center infrastructure. The candidate will provide guidance to engineers on advanced, complex, technical projects including virtualized server infrastructure, storage, and backup and recovery within a data center, cloud, and hybrid environment. They will work with key stakeholders to provide capacity planning, expand capabilities, improve efficiencies, and streamline operations with emphasis on all infrastructure, hardware, and hosting services. Responsibilities: * Drives the development of the engineering strategy and roadmap for the Regeneron data centers and implements the mechanisms necessary to ensure the strategy is realized. * Work innovatively, analytically, and collaboratively within the Engineering and Operations teams to deliver efficient and effective data center solutions including cloud and hybrid services Ensures operational reliability, availability, compliance, security, and scalability requirements are maintained. * Collaboratively designs and engineers solutions with a focus on long term operational support including high-availability, recoverability, maintainability, and cost-effective life-cycle management. * Creates and validates data center technology standards, best practices, and technical biases. * Demonstrates strong ability in architectural and engineering processes with an understanding of Agile methodologies and processes. * Innovates and leads exploration and design of new on-premise and cloud-based data center technologies in collaboration with key stakeholders. * Has strong understanding of the interdependencies between technology, operations, and business needs. * Ensures that standards set by Network, Security, Infrastructure, Data, and other architecture domains are followed when designing solutions. * Maintains frequent communication with peers, IT teams, and the Regeneron Business Relations Managers to ensure awareness of issues, changing processes, or standards. * Establishes and provide continuous improvement of service delivery processes and standard operation procedures (SOPs). Requirements: * BA/BS degree in Computer Science, Management Information Systems, related technical field, or equivalent practical experience and skills. * Minimum of 10 years of relevant experience with data center technologies including VMWare, NetApp, and Dell EMC storage, and backup solutions. * Strong working knowledge of Operating System administration such as Linux, Unix and Windows. * Minimum of 5 years of experience with AWS and/or Azure infrastructure services and solutions including Cloud Storage services such as AWS S3, S3 Glacier, EBS, etc., and AWS Compute services including EC2, Lambda (serverless computing), and AWS Hybrid Cloud solutions including VMWare Cloud on AWS. Experience with Google Cloud Platform, Kubernetes, Docker, or similar technologies is a plus. * Proven experience and understanding of architecture principles across infrastructure platforms, security, data, integration, and applications layers. * Solid understanding of Microsoft technology including Domains, Active Directory and its concepts, and the interaction between hardware, operating systems, network, data center, and application software. * Experience in architecting a hybrid infrastructure with both on-premise data centers as well as cloud compute and storage services. * Strong experience in proper workload placement within a hybrid infrastructure. * Knowledge of network topology and associated technologies including network security solutions. * Good understanding of application, middleware, and database relationships and connectivity. * Solid experience in identifying and delivering technical solutions to automate processes or functions to improve DC operations. * Knowledge of systems monitoring, capacity planning, and performance tuning. * Strong analytical, prioritization, interpersonal, and problem-solving skills Preferred Skills/Qualifications * Excellent interpersonal, oral, and written communications skills with the ability to effectively interact with customers, associates, and at all levels of management. * Able to present a professional image of IT to all stakeholders through verbal and written interactions. * Excellent vendor management skills. Proven experience with managing third-party software vendors. * Strong analytical, problem-solving, persuasion, and conflict resolution skills with a strong sense of urgency. Strong consulting and communication skills. #LI-EG2 #dice This is an opportunity to join our select team that is already leading the way in the Pharmaceutical/Biotech industry. Apply today and learn more about Regeneron's unwavering commitment to combining good science & good business. To all agencies: Please, no phone calls or emails to any employee of Regeneron about this opening. All resumes submitted by search firms/employment agencies to any employee at Regeneron via-email, the internet or in any form and/or method will be deemed the sole property of Regeneron, unless such search firms/employment agencies were engaged by Regeneron for this position and a valid agreement with Regeneron is in place. In the event a candidate who was submitted outside of the Regeneron agency engagement process is hired, no fee or payment of any kind will be paid. Regeneron is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law. Regeneron Pharmaceuticals Sleepy Hollow NY

Associate Director, Service Delivery, Data Center And Cloud Operations

Regeneron Pharmaceuticals