Senior Service Desk Support Engineer

About the job

Solvias is a global provider of chemistry, manufacturing, and control (CMC) analytics to the life sciences industry. Our expert team combines decades of experience with regulatory expertise across small molecules, biologics, and cell and gene therapies. Solvias offers end-to-end solutions from raw material testing to drug product release and API development for small molecules. Headquartered near Basel, Switzerland, Solvias operates six global Centers of Excellence, all adhering to the highest ISO, GMP, GLP, and FDA standards

Senior Service Desk Support Engineer

Service Delivery Management

• Ensure IT services meet agreed service levels and performance targets
• Collaborate with business units to understand service requirements and ensure seamless service delivery

• Monitor and report on IT service performance, identifying areas for improvement

  Incident and Problem Management

• Act as a point of escalation for complex incidents and problems
• Lead root cause analysis for major incidents and ensure timely resolution

• Implement long-term solutions to recurring issues, minimizing downtime and service disruptions

  Service Improvement

• Analyze and improve existing IT service processes, driving continuous improvement
• Identify opportunities for service automation and optimization

• Work closely with internal and external teams to implement service improvements

  Vendor and Stakeholder Management

• Liaise with third-party vendors to ensure services are delivered according to contractual agreements
• Manage vendor relationships and ensure SLAs are adhered to

• Provide regular updates to stakeholders on service performance and any ongoing issues

  Change and Release Management

• Support the IT Change Management process, ensuring minimal service impact during changes
• Oversee the release of new software and hardware, ensuring successful implementation with minimal disruption

• to services

  Security and Compliance

• Ensure that all IT services adhere to security and compliance standards

• Collaborate with security teams to resolve any vulnerabilities or security incidents

  Technical Leadership

• Provide technical guidance and mentorship to junior members of the service delivery team
• Lead projects to deploy or enhance IT infrastructure and services

• Bachelor's degree in Information Technology, Computer Science, or a related field
• Minimum of 5-7 years of experience in IT service delivery or related technical roles
• ITIL certification (Foundation or higher) is required
• Experience with cloud services (e.g., AWS, Azure) and virtualization technologies (e.g., VMware, Hyper-V)
• Proven experience in managing service levels, incidents, and problem resolution
• Strong understanding of network, server, and storage infrastructure
• Familiarity with service management tools (e.g., ServiceNow, MS Dynamics)
• Experience in managing services in a hybrid environment (cloud and on-premise)
• Knowledge of DevOps methodologies and tools
• Strong customer-focused mindset with the ability to build strong relationships
• Proactive and adaptable, with a willingness to continuously improve
• Able to work effectively under pressure and manage multiple priorities