.IT Process & Technical Lead LATAMJob Description:This role has two areas of responsibility which includes IT processes and technical leadership and VIP IT support for the SET and SET-1 community based on site.IT Process & Technical 80% – this role will be the subject matter expert in the processes that are used to support the run of IT Services within the LATAM Site IT Team(s).
This will include ITIL processes such as Incident, Request, Knowledge, Asset, Change, Problem and other colleague or service relevant processes like Onboarding, Offboarding, Legal Hold, handling of IT Equipment, Devices etc.
This role will ensure the local Site IT Technical Team are operating efficiently and aligned to the global technical processes and support the team to learn and embed into day-to-day activities.
The role will also support the IT Service Management monthly updates and give input relevant from local team or on local nuances and conversely takes insights back to the team.
The role is required to become an SME for the technology and tools used to perform the roles within the Site IT Technical Support Team, ensuring that the team have access to the right tools, any elevated access levels and appropriate training.
They will support the LATAM Site IT Technical Lead Managers ensuring training is up-to-date and relevant for the day-to-day activities.
They will support with onboarding of new members of the team ensuring a minimum level of education on processes and technology to perform their duties.VIP IT Support 20% - The AZ IT VIP Service is provided to the AstraZeneca business to support our top Executive team with white glove technical support anywhere in the world they may need assistance.
The VIP Global service will cover 24x7 support for this limited group of executives.
The service will be provided to Mexico, Puerto Rico, Colombia, Costa Rica, Brazil, Argentina and Chile sites as a normal practice and in full synchronization with the local On Site Support technicians.
However, to properly provide the VIP support, travel to alternate sites or locations may be required at any time.
The service will go to the executive whenever practical.
The normal hours of coverage of the service is based on the hours of the local sites where provided.
However, as VIP is a 24x7 Global service, the service will provide additional coverage for non-site hours.
With Global reach, the service will use a follow the sun methodology when appropriate.Key Accountabilities:This role will support the Site IT Technical Lead and/or Site IT Technical Support Manager to measure the service delivery that ultimately drives service improvement and uplift in service experience.The scope of this role is the whole LATAM region.Provide subject matter expertise to the team on key processes, tools and technologies through detailed understanding of the processes and supporting tools, especially where this relates to VIP support