Principal, Remote & Onsite Technology Support

Alcon•Fort Worth, TX

1d•Remote

About The Position

At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers. We foster an inclusive culture and are looking for diverse, talented people to join Alcon. As a Principal, Remote & Onsite Technology Support you will be responsible for coordinating Alcon’s infrastructure systems and services for the Fort Worth campus. In this role, you will work closely with the Americas Service Delivery Manager and the Global Data Center team in Fort Worth, TX. In this role, a typical day will include: Coordinate service line and data center activities with key IT and business stakeholders that impact either the associates or IT infrastructure deployed across the Fort Worth campus. Serve as reviewer and approver for hardware exception requests such as telephone, printer and client computing equipment. Guide the operations of the on-site print management service provided by a third party. Align with facilities team, IT service lines, data center team and business stakeholders on physical IT requirements to support expansions, renovations and new construction. Serve as an escalation for incidents and problems that are unresolved by first line support Work closely with Americas Service Delivery manager to support IT efforts impacting Fort Worth based associates including field users located across the United States. Provide support for several remote sites under the scope of the Fort Worth campus. Assist with communication, escalations and alignment of initiatives for Americas along with the APAC and EMEA regional infrastructure resources performing similar functions in their regions. Manage, maintain and conduct data integrity campaigns for the global tool related to physical site information management used by IT. Maintain and optimize the site information management process including integration with the ITIL toolset and processes. Host monthly meetings for other infrastructure managers and site heads related to physical IT and service line updates.

Requirements

Experience in IT service operations and/or applications, infrastructure and end user experience
Experience with structured cabling and networking foundational concepts.
Familiar with manufacturing operations, distribution center operations, infrastructure and services in GxP environments for regulated industries.
Familiar with concepts around cloud-based infrastructure such as Amazon Web Services (AWS), SalesForce.com (SFDC), Microsoft Azure and Nutanix cloud platforms.
Experience using Service Now for Service Desk Ticketing and Operational Reporting.
Strong vendor management and stakeholder management skills, outstanding communication skills to technical and non-technical audiences.
Demonstrated ability to create business cases for executive audience, inclusive of financial knowledge.
Proven experience managing escalations in a fast-paced environment.
Demonstrated ability to drive implementation, inclusive of project management competencies.
Proven experience delivering through both internal and external resources.
Demonstrated management of competing priorities.
Proven ability to build trust and drive change leveraging both the formal and the informal elements of the organization.
Proven ability to deal with uncertainty, adjusting course as the circumstances change, without jeopardizing the end goals and the achievement of the strategic objectives.
Ability to work independently and autonomously.
Proven ability to work effectively and collaboratively in a complex matrix organization.
Bachelor’s Degree or Equivalent years of directly related experience (or high school +13 yrs; Assoc.+9 yrs; M.S.+2 yrs; PhD+0 yrs)
The ability to fluently read, write, understand and communicate in English
5 Years of Relevant Experience

Responsibilities

Coordinate service line and data center activities with key IT and business stakeholders that impact either the associates or IT infrastructure deployed across the Fort Worth campus.
Serve as reviewer and approver for hardware exception requests such as telephone, printer and client computing equipment.
Guide the operations of the on-site print management service provided by a third party.
Align with facilities team, IT service lines, data center team and business stakeholders on physical IT requirements to support expansions, renovations and new construction.
Serve as an escalation for incidents and problems that are unresolved by first line support
Work closely with Americas Service Delivery manager to support IT efforts impacting Fort Worth based associates including field users located across the United States.
Provide support for several remote sites under the scope of the Fort Worth campus.
Assist with communication, escalations and alignment of initiatives for Americas along with the APAC and EMEA regional infrastructure resources performing similar functions in their regions.
Manage, maintain and conduct data integrity campaigns for the global tool related to physical site information management used by IT.
Maintain and optimize the site information management process including integration with the ITIL toolset and processes.
Host monthly meetings for other infrastructure managers and site heads related to physical IT and service line updates.