IT Manager, Pharm & Consumer - Problem & Reliability

Johnson & Johnson Technology Services (TS) is recruiting for an IT Manager, Pharm & Consumer - Problem & Reliability, located in Raritan, NJ. This ambitious opportunity will reside in the TS Account Maintenance organization. The Manager incumbent will support the operation and maintenance of all North America SAP Pharma and Consumer services, maintaining reliability. Ensures efficient and expedited recovery of services required by the business in the case of disruption. Caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for over 125 years. We embrace research and science -- bringing innovative ideas, products and services to advance the health and well-being of people. With $82.1 billion in 2020 sales, Johnson & Johnson is the world's most comprehensive and broadly based manufacturer of health care products, as well as a provider of related services, for the consumer, pharmaceutical, and medical devices markets. Employees of the Johnson & Johnson Family of Companies work with partners in health care to touch the lives of over a billion people every day, throughout the world. If you have the talent and desire to touch the world, Johnson & Johnson has the career opportunities to help make it happen. Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer. Key responsibilities: This role will own Problem Management, Availability Management, Capacity Management, Incident/Problem Management, Continuous Service Improvement (CSI) and Continuity / Disaster Recovery. Responsible to improve IT Product quality by focusing on preventative measures through automation to eliminate product reliability issues and collaborate with our Technology Product Owners (TPO) to deliver high quality and high availability. Primary functions of the role will include: Problem Management Handle all problems from the time they are detected, all throughout their resolution and closing in order to prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented. Responsible for full Problem Management Lifecycle (Record, Classify, Prioritize / Investigate and Diagnose / Resolve Problem / Close Problem) Availability Management Ensures system availability metrics are met/exceeded in a cost-effective manner. Responsible for End-to-End Lifecycle (Plan & Design for Availability, Risk Assessment, Implement Countermeasures, Test Availability & Resilience Mechanisms, Monitor, Measures, Analyze, & Report Availability) Capacity Management Ensures cost-justifiable IT capacity Responsible for Capacity Lifecycle in conjunction with Infrastructure to analyze, tune & implement capacity as needed. Perform application sizing and plan & optimize) Continuous Service Improvement Monitor and measure the quality of IT operations, benchmark these metrics, and initiate improvement actions when they do not meet minimum requirements. Responsible for incorporation of non-functional requirements in application development Continuity / Disaster Recovery Coordinate with Disaster recovery group to provide input in ITSCM Plans and Testing Activities Approximate Percentage of Time Tasks/Duties/Responsibilities 30% Application services 30% Platform services 30% Continuous Service Improvement 10% Vendor Management Qualifications Education: A minimum of a Bachelor's degree is required. Experience and skills: 6+ years demonstrated ability as an IT/Operation specialist supporting SAP application and platform required with understanding of servers, storage, databases and applications architecture Strong hands-on experience in various SAP applications, preferably with a focus on supply chain processes Experience working in a GxP environment preferred Experience working with one or multiple non-SAP technologies – Tableau, Vertex, Data Lake, WebMethods desired Experience in monitoring and or supporting the implementation of basis and or security controls within an SAP environment preferred Have strong systematic problem-solving experience, a sense of accountability, ownership and drive. Expertise in ITIL processes (incident management, change, problem, release management) Should be skilled in the management of the monitoring infrastructure (agent versions, patches) Ability to build, champion, and lead IT and business partner relationships as an application service manager Strong communications verbal & written; creating sound arguments; or to adequately represent both business and IT implications during a Major Service Disruption High judgment, negotiation skills, ability to influence, analytical talent and leadership are critical to success in this role Trouble shooting issues and finding root causes and driving service improvement plans to improve the reliability of platforms Lead a high-performance team, focused attention to performance metrics, procedural guidance and continuous process improvement Expertise in collaboratively managing diverse relationships across geography and culture Focus on business outcomes with ability to prioritize team goals and activities Demonstrated ability to work independently and run multiple projects simultaneously in a fast- paced environment Strong leadership qualities including being thoughtful, thorough, decisive, and flexible Make confident decisions and drive results through others while fostering collaboration and innovation Other: 10% travel is required. At Johnson & Johnson, we’re on a mission to change the trajectory of health for humanity. That starts by creating the world’s healthiest workforce. Through cutting-edge programs and policies, we empower the physical, mental, emotional and financial health of our employees and the ones they love. As such, candidates offered employment must show proof of COVID-19 vaccination or secure an approved accommodation prior to the commencement of employment to support the well-being of our employees, their families and the communities in which we live and work. Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com. Primary Location United States-New Jersey-Raritan-1003 US HIghway 202 Organization Johnson & Johnson Services Inc. (6090) Job Function Info Technology Requisition ID 2206037611W