Incident Management Specialist

2 months ago


Markham, Ontario, Canada Astellas Full time
About Astellas

Astellas is a global pharmaceutical company headquartered in Japan, with a team of over 14,000 employees managing operations in approximately 70 countries worldwide. We are a Top 30 global biopharma company based on global revenues and are predicted to be one of the Top 10 Cancer Drug Makers of 2024 by Fierce Pharma.

Job Description

We are seeking an experienced and proactive Incident, Problem & Change Enablement Manager to join our team. As the Incident, Problem & Change Enablement Manager, you will be responsible for overseeing and managing the incident, problem, and change management processes on a global scale, ensuring a "follow-the-sun" model is effectively and efficiently implemented in close partnership with your peers in other regions.

Key Responsibilities
  • Develop and implement a global incident, problem, and change management strategy and framework.
  • Oversee and manage the incident, problem, and change management processes, ensuring adherence to established policies, procedures, and best practices.
  • Upskill and oversee high standards from Pod and Value Team teams in handling incident, problem, and change management, providing guidance, support, and coaching.
  • Collaborate with cross-functional teams to establish and maintain effective incident, problem, and change management workflows and communication channels.
  • Monitor and analyze incident, problem, and change management metrics to identify trends, areas for improvement, and opportunities for service optimization.
  • Drive continuous improvement initiatives to enhance the efficiency and effectiveness of incident, problem, and change management processes.
  • Ensure timely and accurate communication and escalation of incidents, problems, and changes to stakeholders, including senior management.
  • Collaborate with Pods, Value Teams and other stakeholders to prioritize and coordinate the resolution of incidents and the implementation of changes.
  • Conduct root cause analysis and problem investigations to identify underlying causes and implement preventive measures.
  • Facilitate and lead change advisory board (CAB) meetings to review and approve changes, ensuring minimal disruption to services.
  • Lead efforts to resolve Major Incidents as and when they occur.
  • Stay up-to-date with industry trends and emerging technologies in incident, problem, and change management.
Requirements

The ideal candidate will have a strong background in IT service management, incident management, problem management, change management, and leadership.



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