Algeria End-User & Infrastructure (EIS) Lead

Job Purpose and Key Responsibilities :  
– Provide 2nd Line End User & Infrastructure Support for the GSK Algeria business areas reporting to the North Africa EIS Cluster Head.
– Deliver Technical Projects/Pilots either as a project team member across the region for supported markets for all Commercial Pharma, GMS and Shared Services. This will incorporate Application Installation, OS build, basic Hardware break fix issues, basic Server/ Messaging administration and physical patch and virus updates where appropriate and in line with GSK standards
– To provide the business areas proactive and reactive user support and basic user training for new user on boarding.
– Support IT End-user & Infrastructure Operations as per the following:-

Equipment & Infrastructure :
– Daily infrastructure support operations.
– Timely GSK Connect upgrade and Build of Computers Workstations as per Standard Operating Procedures (SOPs) to GSK standards to meet Global IT Requirement.
– Allocation/reallocation of Workstation to end users, and coaching of new joiners.
– Assist in the Movement/Distribution of IT Equipment whenever the need arise
– Maintain the physical inventory of IT equipment register and help in reconciliation when needed
– Management of Computer Room, Ensure the computer room is kept clean daily, arrange and co-ordinate regular cleaning
– Raising and monitoring calls to third party and ensuring proper logging of Third party’s (Vendor’s) activity for repair, maintenance e t c.
– Confirm daily/weekly that power supply to Computer room and IT Equipment is working properly and initiate restoration of Power in case of outages.

Telecommunications, LAN and WAN :
– Manages and liaises with vendor to support Telecommunication system, extensions and mobile phone lines
– Ensures Telephone & fax lines are working bills, coordinates with Finance department for payment,  and analysis telecommunication spend.
– Log and follow-up with Network Operations team and Orange Business Services (OBS) in restoring  WAN Link failures in Algeria
– Supports Information Workplace and Collaboration Tools

Business Continuity Planning (BCP) / IT Continuity Planning (ITCP) :
– Schedule BCP/ITCP Test Simulations on Data centre failure, Application failure, Voice and Server failures as per R&C Plan

IT Security & Risk Compliance :
– Confirm weekly that IT Facilities are secured against unauthorized access
– Update of IT Risk Management Systems of Geode, Chameleon etc  
– Backups Monitoring and followup with the central backup team to ensure data properly backed up.
– Software Licensing – Carryout periodic Software License Review on site
– Virus Management

Vendor Management :
– Track all request to Procurement for the delivery of IT hardware and software and make follow-up as required.
– Track all Equipment repair request and Warranty claims to third party.
– Escalate to the Commercial IT Demand Manager and Area Cluster EIS Managers items that are pending with Procurement on agreed basis.
– Deskside support management in country and service management of third party.

Service Management :
– Conduct Monthly IT Services Performance Management reviews on End-user and Infrastructure Services of on WAN, LAN, Telephone and Business applications for up country IT service improvement meetings/
– Attend Helpdesk Service Review meetings with Above Country.

Project Management :
– Collaborate with Area EIS team on the solution design of Infrastructure related projects and other in-market projects.

Accountability :
– Role reports to North Africa EIS Cluster Lead and dotted line, to CIT Business Partner North Africa

Complexity:
– Diagnosis and resolution of End-User and Infrastructure problems and issues.
– Work with remote Tech Centers for provision of EIS services in market
– Liaise with local and external vendors and other 3rd parties in management and supply of IT Equipment and services.

Specialized Knowledge :
– Appropriate Technical experience and/or Computing Engineer’s Degree required.
– Demonstrable excellent technical skills and understanding of technical concepts
– Good knowledge of Telecommunication Systems, Computer Network Operations and other Application software
– At least 1-2 years of previous experience in direct support and management of systems, their related processes and staff.
– Proficiency in English and demonstrated ability to communicate and interact effectively with employees of all levels, in the business as well in the technological area.
– Demonstrated ability of oral, written and presentation communication skills.
– Demonstrable ability to build and maintain relationships with users
– Demonstrable good relationship management and influencing skills. Political and cultural sensitivity essential.