Abbott Data & Analytics Support Lead in Lake Forest, Illinois

At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

Primary Function

The role of this Run Support Lead is to perform application support for the ADD IDA application. The IDA application is a global program that centralizes data from around the globe into one central data warehouse. The support for the application covers the entire lifecycle of the data from ingestion, processing, to consumption. This position will be an application support team leader as part of a Plan/Build/Run Team. The leader may have up to 2-4 direct reports, both on-shore and offshore.

The support team is responsible for effective operation of the application including; incident management, execution of service requests, delivery of minor enhancements (< 80 hours of effort), re-active and pro-active problem management, production defect management/correction, monitoring to ensure application availability and adequate throughput, planning/coordinating needed down time, execution of disaster recovery testing, coordination of SWAT calls and communication of support issues status. The support team manages the flow of tickets through the ITMS ticket and reports on aging and trend analysis. The support team is responsible for production environment change management including review of change requests, facilitating the change review meetings, approving/rejecting changes and, change management reporting. The support team ensures that changes are moved to production in a controlled manner following the applicable procedures. They manage source code to ensure adequate version control exists. They also, document, test and perform data change requests. During audits, the support team responds to audit requests and pulls data from the system. The team is accountable for audit outcomes and plans/executes any process changes needed in response to audit findings. The team supports the system and maintains its’ qualified status based on the controls/procedures defined by the plan/build team. The team understand the business process and data managed by the application in order to provide adequate support. They understand the interfaces and down-stream data interdependencies.

The Run Support Lead maintains a positive relationship with the Delivery leads, Business Relationship Managers, the business users, project delivery teams, infrastructure and the support partners. This role effectively communicates support topics with all levels of Abbott business and IT management. They work to address quality of service and customer satisfaction concerns, as needed. They work with Plan/Build and Infrastructure to advocate for application, infrastructure software and hardware currency investments and upgrades as needed. Harmonizes and motivates team members who may be at different locations; as well, works to partner across various teams and providers.

Uses appropriate quantitative analysis techniques to determine probability of risk occurrence. Comprehends external factors that could become application risks.

Core Job Responsibilities

  • Accountable and responsible for production support of the IDA system leveraging the partner and Abbott team members to achieve the support objectives. Elements of production support are described above.

  • Establishes and reports metric/performance reporting; track Service Provider performance and ensure viability of service levels

  • Provides demand management and prioritization of work in alignment with the business and Service Provider response to demand for minor enhancements

  • Monitors Abbott team and supplier compliance with Abbott policies, procedures, and quality requirements

  • Perform capacity and demand planning – Forecast customer demand for all in-scope and new services. Coordinate services, projects, and plans within domain to ensure priorities are addressed appropriately

  • Ensure effective systems operations between the suppliers and Abbott RUN organization

  • As part of a Dev Ops team, participates as a cross-functional team member and may be involved in testing as needed

Position Accountability / Scope

  • Accountable for support of the global IDA application.

  • Is the contact for day-to-day communications between Abbott and the Service Providers

  • Ensures an in-house process is maintained for handling of high severity and stagnant issues/events in both the supplier and the retained environments

  • Educates Abbott and Service Provider on program/product/operational details, including the development and implementation of Service Provider processing schedules and coordination of data flow ensuring timely transmittal to Service Provider

  • Develops and distributes written communications as needed to service providers, BRMs, and other stakeholders

  • Reviews and monitors application problems, change management processes, and escalation procedures

  • Manages operational change management: reviews change requests, facilitates change meetings, applies change approvals, administers change freezes, performs change management reportingMeasure, monitor and manage client satisfaction and provide remediation

  • As operational problems occur, creates (Abbott) and reviews (Service Provider) recovery and permanent fix plans include Root Cause Analysis and actions. Participates in testing of plans as necessary and monitor results of business continuity testing.

  • Provide direction and leadership in developing the Client business processes that ensure contractual compliance and support objectives are met.

Minimum Education

Bachelor’s degree in the field of computer science, engineering, or equivalent work experience

Minimum Experience / Training Required

  • 4-6 years relevant IT work experience ETL and/or Business Intelligence

  • Strong DW/BI skills with operational mindset to formalize and document current state, identify & implement improvement opportunities, and formalize support processes/documentation.

  • Experience in Dev Ops and Agile environment

  • Knowledge of ETL design and architecture in general and Java & Informatica specifically desirable

  • 3+ years of Exadata experience and experience with Databases > 50TB in size.

  • Familiar with Oracle ZFS interfacing with Exadata and Unix platform

  • Familiar with Cognos Business Intelligence, Power BI, and/or QlikView desirable

  • Commitment to develop a culture that is process oriented, relying on documentation to standardize practices

  • Experience managing suppliers and running IT operations

  • Problem determination (experience in root cause analysis) and problem resolution skills

  • Project management experience

  • Ability to accomplish results through others, particularly by establishing relationships, effective controls and monitoring processes

  • Proven negotiation and influencing skills

  • Strong collaboration and partnering skills

  • Strong verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to senior leaders

  • Knowledge of business environment, service requirements and culture

  • Process skills; an understanding of process costs, ability to work with Service Provider to ensure effective operations and agreed upon service levels

  • Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action

  • Experience of indirect management – managing by influence as opposed to positional authority

  • Ability to work with business resources to document current state, identify opportunities and gain agreement on how to move forward.

  • Calm demeanor wand willingness to work in high pressure environment where there are competing priorities. Ability to appropriately be firm but fair with regard to operational deliverables and ensure stabilization goals are met.

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email corpjat@abbott.com