At CRG, we are looking for a Director who will be responsible for defining, managing and delivering operational support, ensuring application operations consistency with our Service Level Agreements.
You will make good software better! There will never be a typical day, and that's why you'll love working
here. The opportunity to make a difference with exciting initiatives are unlimited. You will be part of a
growing life sciences organization changing by the minute and developing and delivering services towards a healthier world.

Requirements:

• Fluent in English. High Proficiency level (must).
• Bachelor's Degree in Computer and Information Systems or related field.
• 7+ years of progressive experience in Information Technology support management roles.
• Experience with relevant tools and/or architectural environments.
• Demonstrated experience in coaching and mentoring team into new and advanced skills in a technical environment.
• Deep technical knowledge of modern software development life cycles.
• Experience advocating and driving adoption of industry best practices.
• Effective interpersonal, verbal, and written communication.
• Demonstrated project management skills.
• Background in Health Care and/or high-volume, regulated, consumer-services functions.
• Excellent time management, organizational, and prioritization skills with ability to balance multiple priorities and projects simultaneously.
• Strong ability to analyze complex information containing many variables and choose the most effective course of Action for the organization at any given point.
• Experience working with offshore delivery required.
• Experience working with Java, .net, MS SQL, MS Dynamics, and Salesforce required. Hands-on experience in these areas is preferred.
• Experience with managing build to run transition of projects along with system documentation.
• Skilled at process design, measurement, and continuous improvement.
• Strong problem-solving skills and experience performing cause and effect analysis.

Responsibilities:

• Setting clear direction, practical plans, and measurable outcomes.
• Communicate with management team members to resolve quality or process issues. This
  includes daily operational support service, operational support metrics, critical incident
  management for Patient Services.
• Ensuring work is accomplished effectively by managing employee performance, work processes, and other resources.
• Engaging employees to maximize their discretionary effort.
• Developing a pipeline of excellent Talent to fill future business needs.
• Plans, organizes and coordinates various projects, programs, and services.
• Assist in the creation and maintenance of the Strategic IT Direction leveraging existing
  relationships and Products. This includes Product Requirements and Service Requirements.
• Provide strategic solutions and approaches to solve ongoing business challenges to IT
  executives and business partners through collaboration with internal partners. Present
  technology solutions and alternatives to the senior leadership team.
• Prepare and present business cases and validate resource and cost estimates for potential
  technical solutions. Advise the business on the technical and business value of the
  proposition.
• Serve as an interface between software development leadership, senior staff members, and
  executive management.
• Incident, Problem and Change Management.
• Platform administration on Patient Services owned platforms and coordination with platforms
  owned by shared service teams.
• Work closely with Software Developers and Software Engineers to organize the underlying
  architecture and define programming standards for the Company's software products.
• Serve as technical advisor to management when needed to provide a technical perspective on requirements.
• Implement industry-standard best practices.
• Collaborate with application build teams and CoEs to ensure consistency in code
  development, development processes, testing, and build-to-run.
• Create, maintain, and enforce a compliance management process that ensures supported
  applications comply with various regulations. (this stays with QA).
• Plan, schedule, and coordinate communications with all affected parties when technology
  changes, OS patches, and software upgrades are to be made. Ensuring minimal to no
  impact on the business as a result of technology changes.
• Maintain and enhance standard ITIL production support processes (tiered support, ticketing,
  etc.).
• Maintain and expand the monitoring of applications supported using APM tools like
  AppDynamics, Splunk, etc.