Job Description
In case you haven’t heard of us
Our company is a global health care leader with a diversified portfolio of prescription medicines, vaccines, and animal health products. Today, we are building a new kind of healthcare company – one that is ready to help create a healthier future for all of us.
Our ability to excel depends on the integrity, knowledge, imagination, skill, diversity, and teamwork of an individual like you. To this end, we strive to create an environment of mutual respect, encouragement, and teamwork. As part of our global team, you’ll have the opportunity to collaborate with talented and dedicated colleagues while developing and expanding your career.
Join us in the digital health revolution and tackle biggest opportunities and challenges at the intersection of healthcare, information, and technology. Become a member of our IT Global Innovation Center in the heart of Prague with an innovative atmosphere and flat, friendly, and collaborative environment. Create awesome digital products and enjoy a reward that technology careers don’t often bring: the satisfaction of helping to save lives.
What you should do
Coordination of critical incidents which result in significant disruption to our company’s business operations
Coordination of response to ensure rapid restoration of IT services
Escalate issues to appropriate resolver group and/or management using our company's standard incident management processes and tools
Analyze incident and problem trends to identify improvement opportunities
Monitoring and responding to Global Operational Center (GOC) master mailbox e-mails
Monitoring and responding to GOC EDGE (Early Disruption Gathering & Engagement) events
Alert management
Monitoring and responding to proposed Major Incidents
Managing Critical Incidents from alerts
Incident triage and prioritization of Incidents
ServiceNow ticket creation and regular update
Assistance to Major Incident Managers
Paging relevant stakeholders and sending out communication for Critical Incidents and Major Incidents
Prioritization and event triage, identification of the initial set of resolver groups - determinate level required (T2/T3/Employee)
Documentation using SharePoint, Confluence, Service now platforms
Set up MS Teams Call/Bridges
Participating in projects & initiatives
Drive continuous improvement through sharing observations & learnings during IT incidents & problem investigations
Provide oversight to our company Managed Services providers to ensure adherence to defined processes
Identify improvement opportunities including Process improvement, training, automation, etc.
We are looking for enthusiastic IT professional with
Relevant experience in Computer Science, Computer Science Engineering, Math, or equivalent experience
A working knowledge of ITIL framework and how each function contributes to the overall delivery of a stable IT environment
Minimum 2 years of technical support in a service desk/ IT command center/network operations center
General knowledge of all infrastructure technologies & application development with a specialization in at least three technologies
Strong interpersonal skills, with demonstrated ability to work as part of both physical and virtual teams
Strong analytical, decision making, troubleshooting, problem solving, time management and project management skills
Ability to simultaneously identify and prioritize multiple changing priorities
What we offer
Exciting work in a great team, global projects, international environment
Opportunity to learn and grow professionally within the company globally
Hybrid working model, flexible role pattern
Pension and health insurance contributions
Internal reward system plus referral program
5 weeks annual leave, 5 sick days, 15 days of certified sick leave paid above statutory requirements annually, 40 paid hours annually for volunteering activities, 12 weeks of parental contribution
Cafeteria for tax free benefits according to your choice (meal vouchers, Lítačka, sport, culture, health, travel, etc.), Multisport Card
Vodafone, Raiffeisen Bank, Foodora, and Mall.cz discount programs
Up-to-date laptop and iPhone
Parking in the garage for drivers or showers for bikers
Competitive salary, incentive pay, and many more
Ready to take up the challenge? Apply now!
Know anybody who might be interested? Refer this job!
The date shown below is the earliest possible closing date for this posting. However, we sometimes extend the job posting period as needed, so please feel free to apply anytime you see the "Apply" button available. You may also reach out to the recruiter directly via https://www.linkedin.com/in/badumtss/
Current Employees apply HERE
Current Contingent Workers apply HERE
Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.
Employee Status:
RegularRelocation:
VISA Sponsorship:
Travel Requirements:
Flexible Work Arrangements:
Not ApplicableShift:
Valid Driving License:
Hazardous Material(s):
Required Skills:
Analytics, Computer Science, Decision Making, Information Technology (IT) Infrastructure Engineering, Information Technology Infrastructure Library (ITIL), Mathematics, Project Management, Stakeholder Management, Time Management, TroubleshootingPreferred Skills:
Job Posting End Date:
08/26/2025*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.
Requisition ID:R351960