Specialist, Service Delivery/Management

Job Description

Subject to applicable law, all prospective hires will be required to demonstrate that they have been fully vaccinated for COVID-19 or intend to be vaccinated for COVID-19 by November 1, 2021, or qualify for a medical or religious accommodation to this vaccination requirement. Hired candidates who are not vaccinated by November 1, 2021, and who have not been approved for a legally-required medical or religious accommodation will be subject to disciplinary action up to and including termination of employment, in accordance with applicable law.

Our IT team operates as a business partner proposing ideas and innovative solutions that enable new organizational capabilities. We collaborate internationally to deliver the services and solutions that help everyone to be more productive and enable innovation.

We are looking for a Specialist, Service Delivery/Management for our Charlotte, NC location to work as part of global team at the intersection of healthcare, information and technology. Job Responsibilities include the following:

• Lead small project team focused on small operational engineering and operation related work.

• Directly support Managed Services oversight for Storage & File Services.

• Participate in discussions with stakeholders over Storage & File Services incidents and issue resolution processes.

• Escalate issues and concerns to upper management for review and action.

• Participate in various cadence meetings to drive Operational Excellence.

• Monitor & Drive Metrics, including: providing early detection of issues and trends; enabling quick resolution of issues that do not meet level of performance contracted; ensuring continual improvement; holding Managed Services Vendor accountable to their roles and responsibilities required to support contracted service delivery to the Customer; reviewing metrics with upper management verifying the Managed Services provider is performing up to the contract.

• Monitor & Drive SLA Performance, including: monitoring and communicating with the Managed Services provider on their compliance with SLA/KPI’s ensuring effective utilization of the Managed Services Provider; driving Managed Service provider to achieve operational excellence via SLA compliance; discussing outstanding work, progress to date, estimated completion times; spotting potential problems and assigning actions to appropriate parties; driving through change as needed to deliver continual service improvement to decrease turnaround time, improve efficiency, improve customer satisfaction, and decrease errors and incidents; ensuring Customer satisfaction and timely delivery of services.

Education Minimum Requirements:

• Must have MS in Computer Science/Engineering, Electrical/Electronics Engineering, or related field and 3 years of experience, or BS and 5 years of experience.

Required Experience and Skills:

5 years Experience must be with the following:

• Relevant IT Technical Experience in Storage related Infrastructure.

  • Network Attached Storage (NAS) – NetApp FAS, EMC Isilon.

  • Storage Array Network (SAN) – EMC VMAX, EMC VNX, Brocade.

• Relevant IT Systems Administration experience in Storage related Infrastructure:

  • EMC Unisphere, EMC Solution Enabler, EMC ViPR, VNX Monitoring and Reporting, NetApp Operation Manager, EMC Isilon InsightIQ.

  • SRDF, SANCopy, Open Replicator, Clone and Snap, FAST for VNX and VMAX.

  • Unix/Linux security principles.

  • CIFS/SMB share management, NFS mount management.

  • Global Namespace Technologies – Isilon OneFS.

• Managed Services oversight of Core Infrastructure.

• Working with ITIL to ensure compliance within the managed services framework.

• Working in Global teams as part of Service Delivery of Infrastructure.

• Implementing business processes.

Our Support Functions deliver services and make recommendations about ways to enhance our workplace and the culture of our organization. Our Support Functions include HR, Finance, Information Technology, Legal, Procurement, Administration, Facilities and Security.

Who we are …

We are known as Merck & Co., Inc., Kenilworth, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for …

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.

NOTICE FOR INTERNAL APPLICANTS

In accordance with Managers' Policy - Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.

If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.

Current Employees apply HERE

Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

For more information about personal rights under Equal Employment Opportunity, visit:

EEOC Poster

EEOC GINA Supplement​

OFCCP EEO Supplement

Pay Transparency Nondiscrimination

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Kenilworth, NJ, USA, also known as Merck Sharp & Dohme Corp., Kenilworth, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status:

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Shift:

Valid Driving License:

Hazardous Material(s):

Number of Openings:

Requisition ID:R145712