Associate Director, Incident Management, Technology Sandoz India Pvt Ltd

6.0 - 12.0 years

0 Lacs

telangana

On-site

Your responsibilities include monitoring, managing, and controlling the full lifecycle of incidents across infrastructure and applications. You will establish and operate a governance framework for SLA and performance management. Developing automated functions for faster incident resolution using tools like ServiceNow and Splunk is also a key aspect of your role. Driving continuous efficiency in event management and proactive incident prevention will be crucial. Ensuring compliance with regulatory and internal standards for incident management is a priority. Collaborating with internal and external stakeholders to improve service availability and performance is essential. You will own and resolve major incidents end-to-end, ensuring timely resolution and escalation of risks. Maintaining dashboards, reports, and documentation for incident tracking and root cause analysis is part of your responsibilities. KPI-based monitoring will be used to ensure incident ageing is under control and resolution timelines are met. To be successful in this role, you should have a Bachelor's degree in computer science, Information Systems, or a related field. A minimum of 12 years of IT experience, with at least 6 years in a managerial role, is required. A strong background in service management and operations across global portfolios is necessary. ITIL certification is preferred. Experience with ITSM tools (preferably ServiceNow), automation dashboards, and reporting is expected. Knowledge of KPI frameworks, scorecards, and contract governance is essential. Effective communication with technical and non-technical stakeholders is crucial. Experience in process improvement and automation for waste reduction is beneficial. Strong analytical thinking, communication, and leadership skills are required. Fluency in English is a must. Desirable requirements include experience in pharmaceutical or regulated industries and familiarity with compliance frameworks and audit processes. You will receive flexible working arrangements, including hybrid options. Access to global learning and development programs will be provided. Opportunities to lead impactful service delivery initiatives are available. A collaborative and inclusive work culture that supports personal and professional growth is fostered at Sandoz. Generic and Biosimilar medicines are the backbone of the global medicines industry. Sandoz, a leader in this sector, provided more than 900 million patient treatments across 100+ countries in 2024. With investments in new development capabilities, production sites, new acquisitions, and partnerships, there is an opportunity to shape the future of Sandoz and help more patients gain access to low-cost, high-quality medicines, sustainably. The momentum at Sandoz is powered by an open, collaborative culture driven by talented and ambitious colleagues. An agile and collegiate environment with impactful, flexible-hybrid careers is offered, where diversity is welcomed, and personal growth is supported. Join Sandoz!,

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