IT Support Specialist II - Production Support (Incident Mgmt)

United Biosource Corporation

1d•Remote

About The Position

As a pharmaceutical support industry leader, UBC is devoted to empowering health solutions for a better tomorrow. We take pride in improving patient outcomes and advancing healthcare. At UBC, we provide services to enhance the entire drug development process and commercialization lifecycle - From clinical trial support to real-world evidence generation. Embark on a rewarding career journey with UBC! Grow your career while making a meaningful impact on the world around you. UBC fosters a culture built on our Core Values being: Collaborative, Conscientious, Curious, Consultative, and Compassionate. We believe in an inclusive workplace that fosters creativity. If you are seeking a career that will challenge, inspire, and reward you, join us at UBC! Requires direct interaction and decision-making with IT vendor partners, business clients and other internal partners. Must be able to maintain professional and collaborative working relationships with all. Be able to solve complex problems; take a broad perspective to identify innovative solutions. Frequent contact with internal and external vendor partner contacts and stakeholders. Represents the organization as the prime technical contact on projects.

Requirements

Bachelor’s Degree in Computer Engineering, Information Systems or related field, or equivalent work experience, ideally 4+ years of hands on experience
2+ years’ experience in an enterprise IT environment required.
Experience with ITIL processes or formal incident management frameworks.
Proficient with various information technology tools, including ticketing systems, and Microsoft Office Suite.
Familiarity with application monitoring tools and dashboards.
Strong organizational and coordination skills with the ability to manage multiple tasks simultaneously.
Excellent verbal and written communication skills; including the ability to effectively summarize technical information to non-technical audiences.
Demonstrated problem-solving skills and attention to detail.
Ability to remain calm and focused under pressure in a fast-paced production environment.
Flexible to support off-hours or weekend work as required for production support coverage
Proactive in identifying opportunities to improve support processes.
Strong sense of ownership and accountability for production stability.

Nice To Haves

Background in healthcare or similarly regulated environments is a plus.

Responsibilities

Regularly monitor the performance and health of IT on-premises and cloud environments systems, troubleshoot issues, and perform routine maintenance to prevent downtime.
Analyze system performance, identify bottlenecks, and optimize resources to enhance efficiency.
Ensure data backup procedures are in place and functional and oversee recovery processes in the event of data loss or system failure
Implement and manage security protocols to protect systems and data from unauthorized access, malware, and other threats
Respond promptly to IT incidents, coordinate resolution efforts, and communicate status updates to relevant stakeholders
Maintain up-to-date documentation on system, cloud, and software configurations, processes, and changes for compliance and troubleshooting purposes
Ensure IT operations adhere to internal policies and regulatory requirements.
Organize and facilitate support calls involving application teams, users, and technology partners. Act as the primary point of contact during production incidents, ensuring the right stakeholders are engaged promptly.
Track, prioritize, and follow up on reported production issues. Work closely with technical teams to ensure timely resolution, maintaining ownership of issues until closure and escalating as needed.
Draft and send clear, timely communications regarding incident status, updates, and resolutions to impacted users and management. Maintain accurate documentation of incident details and actions taken.
Record incident timelines, impacted services, root cause analysis, corrective actions and preventive actions for future reference and reporting.
Participate in client and internal audits, ensuring readiness and thorough documentation to demonstrate compliance with organizational and regulatory requirements.
Assist in researching and formulating responses to client questionnaires, collaborating with subject matter experts to provide accurate and timely information.
Support Global Quality and Compliance team by tracking, managing, and facilitating the closure of Corrective Action and Preventive Action (CAPA) items.
Coordinate regular policy review meetings with key stakeholders to ensure timely reviews and updates are performed.