IT MANAGER, SAP SERVICE MAINTENANCE

Johnson & Johnson Technology Services (JJTS) is recruiting for an MGR – Service Maintenance and Operations - supporting Medical Devices SAP Business Services for North America. This position will be based in Raritan NJ.

Caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for over 130 years. We accept research and science -- bringing innovative ideas, products, and services to advance the health and well-being of people.

With $76.5 billion in 2017 sales, Johnson & Johnson is the world's most comprehensive and broadly-based manufacturer of healthcare products, as well as a provider of related services, for the consumer, pharmaceutical, and medical devices markets. There are more than 250 Johnson & Johnson operating companies employing over 125,000 people and with products touching the lives of over a billion people every day, throughout the world. If you have the passion 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, Johnson & Johnson is an Affirmative Action and Equal Opportunity, Employer. You 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.

Technology has a tradition at our company in the way we use it to accelerate and drive the products and services we provide. Our goal is to continuously innovate the landscape of products we deliver while making a lasting difference in people’s lives. If you want to take on the challenge of building something amazing for a global healthcare technology company, then this is the place for you.

This challenging opportunity will reside in TS-ERP organization. This role will report to the SAP Service Owner. In this role, the System Engineer Manager incumbent will support the SAP Operation and maintenance of all NA SAP services including SAP Application and Platform support for all SAP applications like ECC, S/4HANA, BWoH, SCM, CRM, etc. This role will be responsible for Request, Application Security Management, Event Management, Incident Management, Capacity Management and Production Transition. Ensures efficient and expedient recovery of services required by the business in the case of disruption.

Primary functions of the role will include:

Request Management

• Manage the lifecycle of all service requests from the users
• Responsible for (Request Approval, Cancellation, Evaluation, Fulfillment, Initiation, Review and Close, Validation and Classify)

Event Management

• Detect events, make sense of them, and resolve appropriate control action.
• Responsible for Event Management Lifecycle (Event Management System, Detect & Log Event, Correlate & Filter Event, Select Event Response, Review & Close Event)

Incident and Outage Management

• Address all incidents; this can include failures, questions or queries reported by the users by technical staff, or automatically detected and reported by event monitoring tools. Responsible Incident and Outage Lifecycle
• Escalation (hierarchical) point for vendors on incidents. Contact for GCC on major incidents

Application Security Management

• Security and proactive protection of internal/customer info, including restriction of unauthorized access, use, disclosure, modification, or disruption of data.
• Responsible for Application Access Control, Security Baseline Monitoring, Security Education and Awareness, Threat and Vulnerability Management

Continuous Service Improvement

• onitor and measure the quality of IT operations, benchmark metrics, perform analysis and identify improvement actions (e.g. ticket trends that should initiate chronic problem process, ticket reassignments)

Knowledge Management

• Responsible for receiving knowledge from service transition and ensuring support readiness

Every day, this role will provide the opportunity to:

• Work directly with Business partners/ Technology Product Owners/developers/SaaS vendors/architects to drive solutions to build stronger more reliable CBT applications
• Engage in and improve our Financial Services applications — design, deployment, operation, automation, and continuous improvement.
• Work to keep revenue and reputation-critical systems highly available and reliable by measuring and monitoring availability, performance, and overall system health.
• Perform Production Readiness reviews and ensure operational resource capacity based on the business criticality of the application.
• Interact with technologists around the world building global and regional services and relationships with some of the most passionate, dedicated, and caring individuals in the world.