Associate Director, Infrastructure Services, Monitoring and Service Improvement

Job Description

About This Role 
The Associate Director, Infrastructure Services, Monitoring & Service Improvement (AD) will lead a team who is accountable for the success and business alignment of infrastructure and application monitoring, event management, and continuous improvement initiatives within the Infrastructure and Operations (I&O) organization.  The AD will own the Monitoring & Event Management ITIL Practice and will consolidate monitoring systems to reduce waste, while growing Biogen’s monitoring platform of choice, LogicMonitor.  The AD will drive productivity and continuous improvement, as well as implement a metrics and reporting program that drives improvements to IT services and supports a data-driven decision-making culture.

What You’ll Do 
•    Own the Monitoring & Event Management ITIL Practice
•    Manage a team of Biogen and outsourced resources who are responsible for maintaining and maturing a robust monitoring program, covering on-premises and cloud-based infrastructure and applications across Biogen IT
•    Drive the integration and continuous improvement of monitoring technologies to reduce infrastructure downtime, increase platform performance, and improve application effectiveness
•    Be the subject matter expert for monitoring standards and best practices 
•    Manage the IT On-Call system and the IT Command Center
•    Retire redundant monitoring systems and expand monitoring system(s) of choice in a budget-neutral fashion
•    Implement and manage processes to compare actual monitoring performance against requirements and design
•    Implement and manage processes to drive appropriate control actions based on various monitoring events
•    Manage small-to-medium monitoring and event management projects
•    Ensure processes and documentation align to Biogen policies and procedures
•    Evaluate performance across the IT landscape to identify process improvement opportunities; implement and manage a continuous improvement program across I&O to improve service delivery and optimize costs
•    Champion a culture of continuous improvement 
•    Coach and mentor team members

Qualifications

Who You Are 
You have solid experience and knowledge of infrastructure and application monitoring tools and methodologies, as well as service improvement management and/or process improvement in a GxP environment.   You are highly analytical, can identify opportunities to improve processes and implement the actions required to realize those opportunities.  You are passionate about using data to drive business decisions.  You are a leader who can work with / through others to achieve your goals.

Required Skills 
•    10+ years in an IT operations environment, with demonstrated experience in fostering highly collaborative work environments, and championing innovation. 
•    5+ years managing teams in an IT environment, including managing outsourced resources
•    3-5 years GxP (life science, pharma, med device) experience
•    Strong people leadership skills with the ability to influence opinions and decision-making of others
•    3+ years of infrastructure monitoring, application monitoring, and event management experience
•    Excellent verbal and written communication skills
•    Demonstrated history of strong analytical skills
•    Proven ability to motivate colleagues and manage stakeholder priorities in a deadline-oriented environment
•    Ability to work with and manage team members outside of their hierarchical authority structure (e.g., business users and decision makers, consumers, vendors, managed service providers).
•    IT service management certification (e.g., ITIL)

Education: Undergraduate degree or the equivalent combination of education and experience required

Preferred Skills
•    Advanced IT service management certification 
•    Process improvement certification (e.g. Six-Sigma) 
•    Project management certification (e.g., PMP, SAFe) 
•    Experience with ServiceNow reporting
•    Experience with LogicMonitor 
 

Additional Information

"Diversity is key for the survival of our ecosystem. I believe it is the single most important factor for a balanced flourishing environment where everyone thrives.” Guy Hadari – Chief Information Officer- Biogen

Why Biogen?

Our mission to find therapies for neurological and rare diseases is a unique focus within our industry and this shared purpose is what connects us as a team. We work together to overcome obstacles and to follow the science. We are resilient as we strive to make an impact on our patients’ lives and on changing the course of medicine. Together,