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Operations Manager, Service Desk, Infrastructure & Operations
Biogen | Weston, Massachusetts
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Job Description

External Posting TitleOperations Manager, Service Desk, Infrastructure & Operations
Job DescriptionOperations Manager will be a key role in improving the quality of service across Biogen's Enterprise IT. This will require an experienced IT professional who possesses an effective blend of technical, process, and people skills. As Operations manager, you will be responsible for driving execution and improvement of the day to day operational activities across Infrastructure & Operations. You will be an effective change driver with strong ability to communicate with and influence technical and management audiences. We are seeing an individual who has a high bias for action, who is a fast learner and has excellent technical and analytical skills.

The candidate will have the following responsibilities:

•Manage outsourced Service Desk, driving daily operational tasks across Infrastructure and Operations, identify cross functional impact and bring the team together to provide quick resolution of issues

•Work with the knowledge management team to ensure Service Desk documentation is available and document owners maintain the required support information

•Partner with Infrastructure and Operations leadership and change management to ensure all service transition activities are completed before a new or changed service is implemented

•Continuously improve visual management processes and standard reviews to provide visibility and tracking and drive resolution of key issues, including improving attainment of service levels, quality of ticket handling and customer service, reduction of aging tickets, and process adherence across Infrastructure and Operations in partnership with operations teams and the Incident Manager

•Partner with Infrastructure and Operations leadership and operations teams to identify and leverage opportunities to transfer incident resolution, and other support activities, from the engineering teams to the Service Desk, and Deskside.

•Manage internal Infrastructure and Operations reporting activities

•Participate in off-hours on-call critical incident management rotation with availability for rapid response, coordination of diverse technical teams to drive resolution, and execution of communications to ensure internal and customer awareness.
LocationWeston, MA, US
Job CategoryInformation Technology
Requisition Number31305BR
QualificationsSkills Required Knowledge and Skills:

•Technical and analytical knowledge and at least 3-5 years of experience supporting and resolving incidents and problems with cross functional IT teams

•Experience at using metrics-based management to drive results

•Excellent technical and business verbal and written communication skills and strong examples of both customer and IT collaboration at multiple organizational levels

•Customer service focus in a team environment

•A high sense of urgency and bias for action

•Formal knowledge of ITIL
EducationBachelor degree with significant coursework in information technology, computer science, or similar qualifying area, or equivalent experience
About BiogenCorporate Overview

Through cutting-edge science and medicine, Biogen discovers, develops and delivers worldwide innovative therapies for people living with serious neurological and neurodegenerative diseases. Biogen is a pioneer in biotechnology and today the Company has the leading portfolio of medicines to treat multiple sclerosis (MS), has introduced the first and only approved treatment for spinal muscular atrophy, and is at the forefront of neurology research for conditions including Alzheimer's disease, Parkinson's disease and amyotrophic lateral sclerosis (ALS). Biogen also manufactures and commercializes biosimilars of advanced biologics. Our global organization of nearly 7,000 employees is committed to a single mission: making a meaningful difference in the lives of patients with few or no treatment options.

One of the pioneers in biotechnology, Biogen was founded in 1978 and today serves patients in nearly 90 countries. Our global headquarters and R&D operations are located in Cambridge, Massachusetts, with an international headquarters in Zug, Switzerland, world-class manufacturing facilities in Research Triangle Park, North Carolina, USA and Hillerod, Denmark, and affiliate locations around the world.

Our Science

We aspire to have the greatest impact on patients and science of any biotechnology company in the history of our industry. To us, that means creating novel medicines that benefit individuals and society, and bringing new scientific understanding to diseases for which there are no adequate treatments.

For nearly two decades Biogen has led in the research and development of new therapies to treat MS, including the most prescribed oral treatment in the world. Now our research is driving revolutionary new MS treatments with the goal of reversing or even repairing damage caused by the disease. We are now applying our neurological expertise to solve some of most challenging and complex diseases of the brain, including Alzheimer's disease, Parkinson's disease, and ALS. As we uncover new insights into human biology, Biogen is employing cutting-edge technologies to discover potential treatments for rare and genetic disorders.

Biogen is revolutionizing biologics manufacturing, developing the industry's most advanced plants and processes. This expertise is used to produce both original innovative therapies and biosimilars that expand patient access to lower-cost medicines.

Our Corporate Citizenship

The same intellectual discipline and passion that drives our science is reflected in our corporate citizenship, environmental sustainability, and commitment to diversity and inclusion. As a company, we are focused on improving science education and limiting the impact of our company on the environment. In 2015, we became a carbon neutral company and ranked first place on Newsweek's 2015 Green Rankings, and we are an industry leader on the Dow Jones Sustainability World Index. Biogen was named to Science's list of Top Employers of 2015 and in 2017 received a perfect score of 100 for the fourth consecutive year on the Human Rights Campaign (HRC) Corporate Equality Index, which also named Biogen as one of its Best Places to Work.

All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, marital status, race, color, national origin, ancestry, ethnicity, religion, age, veteran status, disability, genetic information or any other basis protected by federal, state or local law. Biogen is an E-Verify Employer in the United States.

Please be advised that all legitimate correspondence from a Biogen employee will come from "@biogen.com" email accounts.

About Biogen

Biogen Idec Inc. is engaged in the development, manufacturing, and commercialization of therapies. The Company's products address diseases such as multiple sclerosis, lymphoma and rheumatoid arthritis. The Company has four products: AVONEX (interferon beta-1a), RITUXAN (rituximab), TYSABRI (natalizumab) and FUMADERM (dimethylfumarate and monoethylfumarate salts). AVONEX is used in the treatment of relapsing forms of multiple sclerosis (MS). RITUXAN is used in the treatment of relapsed or refractory low-grade or follicular, CD20-positive, and B-cell, non-Hodgkin's lymphomas (B-cell NHLs). TYSABRI is approved for the treatment of relapsing forms of MS. FUMADERM acts as an immunomudulator. It also has product candidates, such as BG-12 (acquired with the purchase of Fumapharm), ANTI-CD80 antibody/(galiximab), ANTI-CD23 antibody/(lumiliximab), Ocrelizumab/(Humanized ANTI-CD20 Antibody) and Lixivaptan.In January 2007, the Company completed the acquisition of Syntonix Pharmaceuticals, Inc. (Source: 10-K)

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