IT Platform Success Lead

1 week ago

Macclesfield, United Kingdom AstraZeneca Full time

**I**T Platform Success Lead**

**Macclesfield (UK)**

**ABOUT ASTRAZENECA**

AstraZeneca is a global, innovation-driven BioPharmaceutical business that focuses on the discovery, development and commercialisation of prescription medicines for some of the world’s most serious disease. But we’re more than one of the world’s leading pharmaceutical companies.

At AstraZeneca, we 're dedicated to being a Great Place to Work. Where you are empowered to push the boundaries of science and unleash your entrepreneurial spirit. There’s no better place to make a difference to medicine, patients and society. An inclusive culture that champions diversity and collaboration. Always committed to lifelong learning, growth and development.

**About Commercial IT**

Commercial IT is a global IT capability supporting the Commercial organisation. We business partner with Commercial areas: Biopharma, Oncology, International and Japan - and also Rare Disease Unit. We operate out of hubs sites including in the UK, Sweden, US and out of our Global Innovation Technology Centres in India and Mexico - and in markets all over the world.

Here our work has a direct impact on patients - transforming our ability to develop life-changing medicines. We empower the business to perform at its peak and lead a new way of working, combining ground breaking science with leading digital technology platforms and data. All with a passion to impact lives through data, analytics, AI, machine learning and more.

**JOB ROLE**

Responsibilities include all aspects production support that includes service design and post-deployment of IT platforms and products to production, monitoring production service levels, performance and overall production health. The Platform Success Lead will drive self-healing platform enablement, AIOps strategy and execution. The Platform Success Lead is responsible for consistency in issue analysis and effectiveness in corrective actions or continuous improvement stories entry into applicable IT platform or product backlogs. Platform Success Lead enables transition to production use through engagement with IT Capability teams, regions and markets re: communicating on platform features and capabilities through series of change management, release notes and self-service offering

**KEY ACCOUNTABILITIES**
- The Platform Success Lead will perform Line and People Management responsibilities for a team of platform success engineers operating across hub and GITC locations
- Maintains effective relationships and communications with business and market partners aligned with SSD domain portfolio
- Accountable for root cause analysis practice management, consistency in RCA execution, corrective action plans, follow-thru in measuring impact of implemented solution and effective engagement/communications with partners impacted by P1/P2 production issues
- Ownership of Platform Success Team budget and accountable for achieving financial recharge objectives
- Maintain leadership and champion RnR to expand self-service products value and positive business impact aligned with SSD platform and product portfolio
- Partner with Platform and Product Engineering Leads as part of accountability to establish, measure and report on platform and product health KPIs and metrics driving continuous improvements
- Accountable for innovation strategies, backlog prioritization enabling platform “self-healing” capabilities through exploiting AI and ML automations
- Accountable for market and business facing change management and communications aligned with SSD technology solution delivery for production use
- Accountable for end-to-end ownership of P1/P2 product or platform issue resolution that include or impacted by other platforms and products aligned to other SSD domains or non-Commercial BTG, Enterprise Functions (IGNITE, ETS, etc.)
- Accountable for cybersecurity backlog prioritization, remediation and reporting to maintain alignment with AZ IT compliance targets

**Continuous Improvement and Innovation**
- Uses qualitative and quantitative data, including SDLC and service delivery KPIs, SLAs, MTTR and applicable metrics to drive continuous improvement backlog updates and maintain continuity of service level commitments
- Identify issues with current processes and provide input on proposed changes to enhance effectiveness of IT
- Leads and accountable for continuous improvement of the Platform Success operations
- Partners with Platform Engineering Leads and Platform Engineering teams to prioritize platform data-driven continuous improvements within a platform or product backlog

**ESSENTIAL SKILLS & EXPERIENCE**
- Degree level education in computer science or similar
- Prior experience in an Information Services/Information Technology environment with good eye for business
- Proven experience of managing relationships with 3rd party suppliers
- Experience with multiple different types software risks
- Evidence of designing, shaping and imple

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