Job Description

This position is for Calyx, formerly Parexel Informatics. With 250 new drug approvals in its history, Calyx has supported over 25,000 trials involving more than fourteen million patients. Through its transition, the company will continue its focus on providing innovative technology solutions and services to speed the discovery of new treatments.

Calyx about us:

"Through innovative eClinical solutions and services, Calyx turns the uncertain into the reliable, helping bring new medical treatments to market faster. With deep expertise in clinical development and more than 25 years of supporting trial sponsors and clinical research organizations (CROs), Calyx harnesses that intelligence and activates its potential to solve complex problems, deliver fast insights, and get new drugs to market every day."

Please note we are recruiting for two IT Incident Managers to join us and these are new roles we are adding to the team.

Job Purpose:

You will work closely with the relevant teams to aid prompt resolution, ensure appropriate sharing of information, manage the more severe incidents in real-time and to communicate necessary information, including escalations through to senior managers whilst providing targeted and effective briefings.
The role takes a holistic, end to end perspective of the Service(s) and ensures that any cross-functional or internal/external team or technology issues are minimized and do not negatively impact on the customers of the service(s).

Key Accountabilities:

To promote IT Service Management good practice, such as the ITIL Framework, in all areas of work and assess the success of this for the end users.

Managing major incidents from notification to service restoration

Regular communication to internal and external stakeholders within SLAs

Creating action plans for issue remediation during troubleshooting

Identifying changes in the support processes and change the incident management process respectively

Track and manage Problem records and providing updates to internal and external stakeholders

Ensure IT Service Customer/Consumer satisfaction with the IT Services delivered.

Ensure the highest level of IT service quality, closely liaising with IT Service Providers, Service Management process owners and managers, Corporate IT, Solution Groups, and other stakeholders etc.

Establish operational metrics and performance reporting; track (internal and external) Service Provider performance and ensure end-to-end viability of service levels.

Qualifications

Accountability and Supporting Activities

Incident Management
Prioritises and diagnoses incidents according to agreed procedures.
Investigates causes of incidents and seeks resolution.
Escalates unresolved incidents.
Facilitates recovery, following resolution of incidents.
Documents and closes resolved incidents according to agreed procedures.

Problem Management
Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services.
Ensures that such problems are fully documented within the relevant reporting system(s).
Enables development of problem solutions. Coordinates the implementation of agreed remedies and preventative measures.
Analyses patterns and trends.

Availability Management
Contributes to the availability management process and its operation and performs defined availability management tasks.
Analyses service and component availability, reliability, maintainability and serviceability.
Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels.
Implements arrangements for disaster recovery and documents recovery procedures.
Conducts testing of recovery procedures.

Skills:

Proven track record of Major Incident Management within a large-scale, enterprise technical environment is essential

Understanding how to run IT Incident Management Operations

Experience of being internal client-facing with strong stakeholder engagement skills

Basic Technical knowledge of the modern IT stack.

ITIL certified; promoter of service excellent

Excellent communication, interpersonal and influencing skills.

Understanding of the SIAM Model.

Knowledge and Experience:

Experience in a Service Delivery function, including solid experience of dealing with Incident Management, typically gained over 3-5 years.

Experience using ServiceNow or other Major ITSM Tools

ITIL Certified

Experience working with other ITSM teams such as Problem Management, Change Management and Event Management

Has experience communicating across operational, business and customer boundaries, can communicate IT service performance in non-technical, business-oriented language.

Experience Producing high quality PIR and RCA reports.

Vast Experience in command and control scenarios.

Education:

BS in Computer Science, Information Technology, or related field or equivalent working experience.

Location:

Our modern state of the art office is based in Nottingham city centre, we have a great working environment and the feel of an innovative technology company. Currently we are working from home but when the office reopens this role will be office based.

Benefits:

In return we will be able to offer you a structured career pathway and development within the role including awareness and understanding of the industry. Your hard work will be rewarded with a competitive salary, bonus and benefits package including 25 days holiday per year, pension scheme, life assurance, long term disability insurance, a health cash plan and other leading edge benefits that you would expect with Calyx.
Why Work at Parexel

There are pivotal moments in every career: Sharing new treatments. Improving processes. Delivering life-saving advances. The people who succeed are the ones who make the journey go further and faster every time. What if you had a partner to support you as you reach the next level in your professional path? A partner who believes a collaborative environment is key to achieving your goals? A partner who is dedicated to your health and wellness so you can help make a difference in the lives of millions worldwide?

That's Parexel. We're a diverse team of professionals focused on one goal: getting treatments into the hands of those who need them most. Working together, the results we bring to our clients and the opportunities we bring to our team get better with every step.

How can we help you on your journey? Find your path, and learn more on LinkedIn, YouTube, Facebook, Twitter, and Glassdoor.