Infrastructure Business Integrator (IBI)

Job Role: Infrastructure Business Integrator (IBI)

Job Location: CA (ONSITE)

Job Type: Full-Time

Required Skill Sets/Qualifications:

Note:

• We don t accept third parties or employers
• Need Mobile Number and Email for consideration
• Overall 8 years of experience must

Job Description:

• Gateway Labs Site Services IT Support
• Infrastructure Business Integrator (IBI)
• This role is part of an extended team linking Lilly (Gateway) to an entrepreneurial community that fosters innovation and deep scientific and drug development exchange with local life science companies to make medicines that help people live longer, healthier, and more active lives.
• At Gateway Labs San Francisco client strives to create a high-performance team culture, improve the experience for customers and employees, and deliver results.
• Client is committed to provide white glove IT services to our user community.

Organization Overview:

• The Gateway Labs Infrastructure Site Services (GLISS) is responsible for the delivery of services that are both consumed directly by end users, as well as network management and monitoring of existing network elements, including optimization and deployment of required devices per network design.
• As part of the IT support team, the individual will coordinate IT work with the Gateway Site Support Lead and work closely with the on-site operations support team.
• The IBI position will focus on delivery of infrastructure services to the Gateway Community Members across all Information service areas.
• As a contact on site, this role has operational responsibility for managing successful delivery of IT services, and as point of contact to facilitate and coordinate the delivery of external services from IT vendors.
• This role is also responsible for delivering IT Infrastructure projects and local essential tasks not managed by Gateway residents or vendors.
• The Information Business Integrator reports to the GIS North America Gateway Site Support Lead.

Primary Responsibilities:

• Manage failures in services (report incidents, open TT, coordinate communications and escalation to SSL) on the operational level, focused on ensuring that the user has access to the appropriate services to support the business functions.
• Coordinate and monitor day-to-day activities to meet agreed Service Offering Definition metrics of the assigned grouping of service offerings.
• Compliance with SLA/SLO/SSO at site where accountable.
• Execution of service and projects delivery in alignment with Gateway s local plans.
• Provide coordination and guidance to back up IT support and Client Network Services.
• Support up to 410 End Users and XEROX managed print servers with an expected call volume of 120 calls per month.
• Function as the onsite local point of contact to the remote Client LCMT engineering/project teams and service providers for support activities associated with requested changes and break/fix investigation and resolution.
• Utilize Client and Customer existing ticketing systems for reactive and pro-active incident and service request ticket management.
• Perform Cisco Duo administration using Two Factor Authentication (tier one) and manage interface to SD Access feature.
• Administer and support Cisco Umbrella Cloud services user credentials (tier one requests).
• Create quarterly access roster review for all accounts (Network, Duo, Print) this is important to be always audit ready
• On-site IT system administrator must be available during Normal Business Hours (NBH) 8:30 am-5:30 pm Monday-Friday local time. Time to be split between two sites.
• Administer and support room scheduling for the user community using Robin scheduling software
• Additional support outside normal business hours may occasionally be required, including 24x7 on call availability for network related services.
• Provide onsite third-party End User support for all IT services offerings including
• Network connectivity (wired and wireless)
• Password resets
• Print functions basic troubleshooting
• AV related issues in conference and meeting rooms
• General network related items approved by Client

Lead monthly governance meetings:

• Generate usage and help desk reports
• Maintain port mapping spreadsheet
• Tracking of licenses
• Support the maintenance of the Tenant roster
• Work with End Users to complete new onboarding templates and submit to the network provider.
• Help resolve advanced troubleshooting related to network breaches, virus, cabling, ports, circuits.
• Work with third-party tenant IT support staff, network provider, cabling vendor, and/or property management for prompt resolution of IT related issues.

Support print servers including:

• Server log review and health management
• Operating system patching
• Incident resolution
• Performance monitoring
• Configuration changes
• Effectively manage communication and coordinate with Site Support Lead, User Community IT staff and Gateway concierge team to ensure alignment and flawless execution.
• Build effective working relationships with business partners, local IT groups, ESPs, and vendors.
• Work with the User Community to identify IT needs and opportunities to support business objectives and deliver service improvements.
• Collaboration with other Gateway Lab service providers
• Excellent customer service skills

Service Desk Responsibilities:

• Serve as the single entry-point for Tier 1 IT-related support for Community End Users.
• Track and troubleshoot (or escalate as appropriate) all incidents/service requests.
• Escalate issues unable to be resolved by the Service Desk to onsite system administrator or appropriate Customer external support organizations as needed.
• Perform Cisco AnyConnect Tier 1 admin/password resets.
• ?Undertake support services that include initial problem determination, diagnostics, and capture, status updates and assignment of incidents/requests to appropriate resolver groups.
• Provide monitoring tool for four (4) servers and respond to alerts in accordance with operating procedures developed during Transition.
• Proactively and in a daily basis engage the user community to enquire about users IT service needs.
• Seek continuous feedback for improvement.
• Develop close working relationship with user Community IT staff
• Do daily walk throughs and quick tests of AV equipment in conference rooms to ensure is in working condition
• Operational liaison with Gateway concierge team to coordinate onboarding of new users, network outages, AV troubleshooting, room scheduling, signage for IT equipment and services.

Basic Requirements:

• 5 plus years working in an IT support team following ServiceDesk practices. (Multi-site support, incident management, problem management, change management).

Additional Skills/Preferences:

• Bachelor s or Associate degree in Computer Science, Information Technology, Information Management, or other related fields.
• Broad knowledge of IT Service Support
• Knowledge of site-specific environment
• Self-starter, ability to work independently
• Exemplary communication skills (English)
• Strong network understanding
• Good knowledge of Telephony solutions
• Strong teamwork and people skills
• Ability to manage multiple priority projects
• Vendor engagement skills
• Incident problem management
• Experience working around lab or manufacturing environments (preferably pharmaceutical)
• Basic knowledge of telecom, workplace, AV and mobility technologies and how to support them.