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Network Reliability Engineering Shift Lead Consultant

Location Zapopan, Jalisco, Mexico Job ID R-198134 Date posted 24/04/2024

Network Reliability Engineering Shift Lead 

About the AstraZeneca

AstraZeneca is a global, innovation-driven biopharmaceutical business that focuses on the discovery, development, and commercialization of prescription medicines for some of the world's most serious diseases. But we're more than one of the world's leading pharmaceutical companies. 

At AstraZeneca, we're proud to have a unique workplace culture that inspires innovation and collaboration. Here, employees are empowered to express diverse perspectives - and are made to feel valued, energized and rewarded for their ideas and creativity. 

About the team

Enterprise Technology Services (ETS) are a global team that are accountable for many of the IT tools and services that directly contribute to the effectiveness of our AstraZeneca colleagues.

We partner locally in more than 60 global business sites for service delivery and IT experience and are accountable for all infrastructure, cybersecurity, IT operations and End User services and technologies.

ETS also manages many of the large IT contracts at AZ, as well as partnering with large organisations on behalf of AZ to deliver value and innovation through new and existing capabilities and services.

About The role

Astrazeneca is looking for NRE Shift Lead to facilitate a team of highly skilled network engineers. This team is the point of contact for all critical network issues in Astrazeneca manufacturing sites and Astrazeneca offices globally. This team is responsible for providing end to end support for the Astrazeneca network infrastructure which includes LAN, WAN, Wireless LAN, Firewall, Load balancer and Proxy services.

NRE Shift Lead is part of the NRE team in a Scaled Agile operating model. As a NRE Lead you are responsible for facilitating a Network Engineers team some of whom are on shift to provide 24x7 cover. The team monitor and maintain the networks and platforms, delivering the highest possible service levels. They also ensure that changes to the network and infrastructure are planned, coordinated, approved, and executed in order to meet the agreed dates for service provision, and project builds are completed on time.

In addition NRE Lead consultant is responsible for problem management for our network infrastructure to include coordinating with other engineering and support organizations, and vendors to drive solutions.

The NRE ShiftLead will be accountable for:

  • Drive operational excellence in everything we do. This includes enforcing adherence to processes, procedures, and automation to improve efficiency in our day-to-day tasks and projects. You will work closely on supporting our internal customers and ensuring that their needs and issues are being addressed.
  • Coordinate and successfully ensure delivery of the Network Services within the assigned Shift.
  • Keep up-to date with the latest relevant technology, relevant standards, policies and directives.
  • Liaise with internal governance and the relevant external authorities in order to ensure that we are moving towards an approved compliant infrastructure.
  • Produce and maintain technical documents, run books, cookbooks, operations manuals/run books for the associated services for this team in line with corporate standards.
  • Identifies and acts upon opportunities for continuous improvement to reduce operational risks, optimise efficiency and improve standards.
  • Playing accountable role along with team while handling the operations issues and delivering the assigned projects
  • Lead High Priority Incident technical bridges to capture activity detail and to manage incident resolutions. Manages incidents to meet and exceed SLA targets.
  • Lead the implementation of Critical changes and available to support on-call for any major outages.
  • He/she may have to get in to the issues technically, drive the issue closure along with Vendors.
  • Work with different Vendors and service Provider for faster and accurate resolution/implementation.
  • Finding the scope improvement by initiating the Lean/Six Sigma projects to add the efficiency in to system/process.
  • Drive automation within the team by identifying areas of improvement.
  • Serve as Technical Leader for escalations and high severity incidents.
  • Assign roles and responsibilities to the Engineers during the shift.
  • Track the status of the Request and Incident queue to proactively address delay on the resolution.
  • Coordinate compliance projects with the stakeholders
  •  Stakeholders management.
  •  Prepare and plan project schedule.
  •  Provide service progress updates to NRE team and stakeholders.
  •  Change coordination and follow up - Tracking & governing service impacting changes, implementing proactive measures to eliminate business impacts due to changes.

Service Performance Tracking:

  • Analyse, audit, provide suggestion & implement improvement fixes of processes carried out in running day to day network operations and quality procedures within the scope of responsibilities.
  • The above would also include - Analyzing repeated issues, noisy alerts, lags in SRs/incidents workflow process and developing mitigation plans.
  • Collect data form various tools such as Service Now, power BI, network monitoring tools (e.g. Solarwinds, Netbrain, Ruckus analytics etc.,), perform data analysis and prepare business intelligence reporting.
  • Through BI reporting - review & audit the incidents, the quality of technical work exhibited & the business effectiveness.
  • Based on the data analysis performed suggest & implement process improvement plans for incident/SR/Service management
  • Governance of service metrics for network operations team. Which includes, preparation of weekly and monthly metrics reporting, governance over the network CIs and present the findings to the Network leadership team.
  • Govern incident management process for network operations team by tracking SLAs, auditing the quality of process followed and ensuring delivering the best fix to the issues.
  • Governance of network operations team’s problem records, ensuring to provide fix which delivers improved quality of service.
  • Monitoring & tracking of SIP, new initiatives, new projects. Allocating resources & driving to deliver quality service on time.
  • Conducting workshops, refresher courses, trainings on Incident/SR/Problem/KB/SIP management process for Network operations team.
  • Governance & tracking of Knowledge base which includes creating new KBs to fill the knowledge gap, periodical review & renewal of KB articles.
  • Vendor management process including maintaining vendor service contract details, escalation matrix, attending service calls.
  • Work along with regional leads to govern Global WAN link issues as a Network operations team SPOC. Preparing impactful reports & monitoring the Global WAN utilization, driving in delivering the WAN tasks assigned to network operations team on time.
  • Customer centric work approach - Analysis of the CSAT/DSAT and ensure corrective action is taken or existing appreciated practice is followed consistently and timely communication to the customer & stakeholder (business communication) is given.
  • Audit CMDB in every quarter.
  • Make sure all Operational devices are in proper monitoring.
  • Audit onboarding and offboarding tracker. 



  • A Bachelor’s degree from an accredited university.
  • Typically, 8-10 years of Experience supporting large scaler enterprise level network infrastructure.
  • 1-3 years of experience managing teams.
  • CCNP Enterprise or equivalent
  • Candidate must have worked/handled the 24/7 Network Operations Centre or Support teams using the follow the sun model.
  • Global customer interaction is one of the key expectations from candidate.
  • The candidate should hold very rich experience in corporate LAN & WAN infrastructure.
  • Candidate must have worked on the latest technologies (AWS Cloud, ACI, SDN and SDWAN).
  • Hands-on experience on Cisco SDWAN Routers and Switches (Catalyst and Nexus 9K Model).
  • Basic Knowledge on troubleshooting Firewalls (Cisco Firepower. Palo Alto or Checkpoint) and Load balancers (F5/NetScaler).
  • Basic Knowledge on Ruckus wireless and Network management tools such as Solarwinds, Netbrain etc.
  • Candidate must have work experience in implementing/troubleshooting Wireless, Routing (Static, EIGRP, OSPF, BGP and Policy Based routing) and Switching issues (Stack Wise Virtual, VPC, STP).
  • Good communication and facilitation skills.
  • Experience of Risk management and assessment.
  • A well-organized team player with the ability to perform various tasks, act individually, and think creatively.


  • Business Administration / Master’s Degree.
  • Experience as an Escalation Engineer or L3 Network Engineer.
  • Passion to work on core technology platform.
  • ITIL training / service management accreditation.
  • Ability to work well in diverse, multinational teams and proven ability to influence others to achieve positive outcomes.

Why AstraZeneca?

At AstraZeneca when we see an opportunity for change, we seize it and make it happen, because any opportunity no matter how small, can be the start of something big. Delivering life-changing medicines is about being entrepreneurial - finding those moments and recognising their potential. Join us on our journey of building a new kind of organisation to reset expectations of what a bio-pharmaceutical company can be. This means we’re opening new ways to work, pioneering cutting edge methods and bringing unexpected teams together.

Interested? Come and join our journey.

So, what’s next!

Are you already imagining yourself joining our team? Good, because we can’t wait to hear from you.

Where can I find out more?

Our Social Media:

Follow AstraZeneca on LinkedIn

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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. AstraZeneca only employs individuals with the right to work in the country/ies where the role is advertised.

📌Strong English communication skills required.

📌 Positions are open to Mexican Citizens and official residents of Mexico.

📍 Location: Guadalajara (hybrid - Expectation of working in the office 3 days a week)
When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working give us the platform we need to connect, work at pace and challenge perceptions. That’s why we work, on average, a minimum of three days per week from the office. But that doesn’t mean we’re not flexible. We balance the expectation of being in the office while respecting individual flexibility.

AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.

50200086 E ITNE

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Glassdoor logo Rated four stars on Glassdoor

Great culture, great work assignments, supportive management. Rotation opportunity within the company. They value inclusion and diversity.