Medidata: Powering Smarter Treatments and Healthier People
Medidata, a Dassault Systèmes company, is leading the digital transformation of life sciences, creating hope for millions of people. Medidata helps generate the evidence and insights to help pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and optimize outcomes. More than one million registered users across 2,000+ customers and partners access the world's most trusted platform for clinical development, commercial, and real-world data. Known for its ground-breaking technological innovations, Medidata has supported more than 30,000 clinical trials and 9 million study participants. And Medidata’s ongoing commitment to infusing the patient voice into trial designs and solutions is creating a better and more inclusive experience for all participants in clinical studies. Medidata is involved in nearly 40% of company-initiated trial starts globally, with studies conducted in more than 140 countries. More than 70% of novel drugs approved by the Food and Drug Administration (FDA) in 2022 were developed with Medidata software. Medidata is headquartered in New York City and has offices around the world to meet the needs of its customers. Discover more at www.medidata.com and follow us @medidata.

Our Team:

The Medidata GNOC Team provides critical, round-the-clock service availability monitoring, pre-emptive and immediate incident responses as well as additional IT service offerings for internal customers.

Who we are looking for:

We're looking for a candidate who is active and responsible, eager to learn about different tools, can work in a high pace environment, and wants to increase troubleshooting skills on different platforms. Key activities include:

• Monitor Medidata client’s’ URL, Networks, Systems, Storage, Medidata Data Centers and AWS environments using a wide variety of tools within the consolidated 24x7x365 Network Operations Center
• All alerts are addressed in a timely manner to meet and/or exceed external Service Level Agreements (SLA’s) and internal Service Level Objectives (SLO’s)
• Monitor and troubleshoot all networks and systems related issues; work with vendors; fault management and event notification and escalation to senior engineers
• Monitor and resolve failed backup jobs
• Prioritize and perform triage on network and system trouble tickets.
• Assist in the identification, troubleshooting, and resolution of issues where possible.
• Escalate to and work with senior engineers when necessary
• Provide alert response as well as email and telephone technical support for data center and managed services clients
• Take ownership of the incident/request and drive it to resolution
• Document and track troubleshooting steps and incident solutions and support requests
• Keep clients informed throughout the process and follow up with them to ensure satisfactory resolution
• Coordinate with coworkers to balance the workload and keep them apprised of open issues
• Work closely with service account managers and situation managers to ensure clients’ business needs are met
• Guide and mentor less experienced teammates by providing technical support, training, and direction
• Perform any project work as assigned

Your Competencies:

• Working knowledge of basic network concepts, terminology, and troubleshooting
• Working knowledge of Windows operating systems, basic administration, and troubleshooting
• Working knowledge of UNIX/Linux, basic administration, and troubleshooting
• Some knowledge of Cloud Services i.e. AWS, Azure, etc.
• Strong technical aptitude including excellent troubleshooting skills
• Exceptional verbal and written communication skills for client interaction and ticket documentation
• Ability to coordinate effectively with other team members
• Ability to prioritize and manage time on multiple tasks simultaneously within strict timelines
• Strong attention to detail
• Must be able to work independently and as part of a team

Education & Experience:

• Bachelor’s degree in Computer Science, Engineering, Telecommunications, or related discipline, OR
• Associate degree in a computer-related field, plus one year of experience in a relevant technical role, OR
• Minimum of two years’ experience in a technical support or systems administration role maintaining high service levels in a demanding environment.
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As with all roles, Medidata sets ranges based on a number of factors including function, level, candidate expertise and experience, and geographic location.

The salary range for positions that will be physically based in Texas or Ohio is $70,125-$93,500.