Mobility L2 Engineer

AstraZeneca is one of the world’s most exciting bio-pharmaceutical companies. From scientists to sales, lab techs to legal, we’re on a mission to turn ideas into life-changing medicines that improve patients’ lives and benefit society. We are active in over 100 countries and we employ over 60,000 people . We are an  innovation-driven biopharmaceutical with over 60 years of experience.

AZ Global Technology Center Guadalajara

The AstraZeneca GTC in GDL, is a vibrant, high-energy facility, fully equipped to support our business with 490 IT professionals. We continuously improve our IT environment by innovating for competitive advantage. We are fully committed to redefine and provide support to enterprise-wide IT solution platforms, infrastructure and services.

We have a great opportunity for Mobility Engineer .

The Mobility L2 engineer should be capable of:

• Leverage strong knowledge of EMM and mobile technology to provide L2 support on Mobility service issues/requests and pro-actively identify operational service improvements
• Provide remote and on-site consultative support to trouble-shoot and resolve EMM issues for users at all levels of the organization
• Raise and own tickets with vendor support as required to trouble-shoot issues and requests
• Support the Senior Mobility Engineers with technical developments and improvements and the introduction of new capabilities
• Perform “house-keeping” activities on AirWatch environment to ensure service is running compliantly; identifying issues early
• Raise and manage problem investigations and change requests as required taking responsibility for the creation and distribution of all service communications to the service’s global stakeholder network
• Document and maintain operational processes and procedures as well as necessary steps for any configuration and testing activities
• Perform regression testing following major and minor beta and public OS releases and AirWatch upgrades
• Perform configuration changes within the console as required as part of any service requests or changes
• Assist with internal and external app signing activities and provide input into any app development initiatives/challenges
• Actively identify service improvements/initiatives and collaborate with internal and external teams to deliver these into service
• Monitor the service mailbox and reply to customer queries/requests/issues
• Engage with customers and influence discussions on Chatter (corporate social media channel)

Essential Skills

• Excellent all-round knowledge and passionate interest in mobile technology with demonstrable awareness of industry trends and best practices
• Experience working with EMM solutions particularly Workspace One (AirWatch) and its associated capabilities
• Experience in customer facing role with demonstrable ability to multi-task and prioritise service issues/requests and provide excellent customer experience to contribute to operational excellence in a high-pressure environment
• Proven analytical problem-solving skills and capable of working in a geographically dispersed multi-national team
• Ability to identify business/customer needs and requirements and translate these into beneficial service improvements
• Good communication skills with a proven track record of engaging with stakeholders and users at all levels of the organization building and managing mutually beneficial relationships with both customers and suppliers
• Good documentation skills with a proven track record of creating service documentation such as knowledge articles and SOPs
• Capable of working in new locations and environments with the ability to adapt to new people, cultures and surroundings Desirable
• Knowledge of other key/dependent services and technologies (Exchange (on premise and Office 365), Active Directory, Certificate Authority, VPN)
• Experience of running technical developments and improvements to a globally consumed service with multiple demand channels
• Experience in producing ad hoc reports for customers as well as producing reports and metrics in a presentable format for service governance
• Knowledge of ITIL operational processes and risk management

Desirable:

• Experience with ServiceNow, app signing and publishing, certificate management and/or server configuration
• Experience raising and managing both change requests and problem records by collaborating with internal and external teams as required
• Previous experience working in both AirWatch test and production environments as well as making configuration changes within the AirWatch console
• Certifications in AirWatch to Associate or Professional level
• Involvement in mobile device regression testing activities for new OS releases and EMM solution upgrades
• Computer Science / Information Technology degree

AstraZeneca is an equal opportunity employer. AstraZeneca will consider all qualified applicants for employment without discrimination on grounds of disability, sex or sexual orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law.