Sr. Manager, General IT User Support

Sr. Manager, General IT User Support

At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you will be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact on the lives of our patients and customers.

We foster an inclusive culture and are looking for diverse, talented people to join Alcon. As Sr. Manager, General IT User Support, you will be primarily responsible for leading the product vision, strategy, and governance of Microsoft product capabilities across our global infrastructure. This role will serve as the central point of contact for Microsoft product lifecycle management, ensuring alignment with enterprise IT goals and enhancing awareness of product roadmaps and capabilities across the organization. Drive the strategy, global delivery, and optimization of enterprise-wide video conferencing solutions within ITCI. This role ensures a seamless, secure, and scalable collaboration experience on platforms such Cisco Webex, Zoom or MS Teams in alignment with Alcon’s enterprise strategy across executive and enterprise environments. This position operates in a dynamic, matrixed global environment and plays a critical role in shaping Alcon’s tech stack.

Microsoft Product Owner Key Responsibilities:

• Define the strategic roadmap for Microsoft 365, Azure, Teams, and related Microsoft platforms in collaboration with enterprise architecture and platform owners.
• Monitor industry trends and Microsoft’s product evolution to proactively shape Alcon’s adoption strategy.
• Partner with internal IT stakeholders, including Infrastructure Services, Enterprise Architecture, Information Assurance, and Business Technology Partners to align product capabilities with enterprise IT strategy and digital transformation goals.

Global Video Conferencing Service Delivery Key Responsibilities:

• Shapes the enterprise strategy for videoconferencing in alignment with infrastructure roadmap and business needs.
• Develops comprehensive business cases with financial analysis and cost/benefit analysis to support strategic decision-making and investment planning.
• Manages conference room conversions and pilot programs in collaboration with local sites, global teams, and vendors.
• Leads platform lifecycle management, including vendor evaluation, implementation, and upgrades.
• Acts as the primary point of contact for video-conference solutions between Infrastructure Services, business units, and external vendors.
• Provides strategic briefings to leadership on platform performance, roadmap alignment, and risk management.
• Collaborates with regional service delivery IT teams and site leads to ensure consistent service delivery across all locations.
• Collaborates with Infrastructure Services Operations team to ensure platform health, usage trends, and incident metrics.
• Enforces global video conferencing processes/standards.
• Oversees onsite support team at large conference spaces (e.g.: Scholl Maier) for virtual event production.
• Evaluates customer feedback from local infrastructure contacts for the design and optimization of video-conferencing solutions.
• Partners with Adoption SME to drive tool adoption and to enhance user experience.

What You’ll Bring To Alcon:

• Bachelor’s Degree or equivalent years of directly related experience (or high school +15 yrs; Assoc.+11 yrs; M.S.+4 yrs; PhD+3 yrs)
• The ability to fluently read, write, understand and communicate in English
• 7 Years of relevant experience
• 5 Years of demonstrated leadership

Preferred Qualifications:

• 7 years of experience in IT service operations and/or applications, infrastructure and/or end user experience.
• In-depth knowledge of Microsoft technologies.
• Experience with roadmap and framework definition.
• Strong vendor management and stakeholder management skills, outstanding communication and influencing skills.
• Proven experience with Webex, Zoom, Teams, and AV hardware ecosystems.
• Demonstrated ability to create business cases for executive audience, inclusive of financial knowledge.
• Proven experience managing escalations in a fast-paced environment.
• Demonstrated ability to drive implementation, process improvements, and standardization.
• Proven experience delivering through both internal and external resources.
• Demonstrated management of competing priorities.
• Proven ability to build trust and drive change by leveraging both the formal and informal elements of the organization.
• Proven ability to deal with uncertainty, adjusting course as the circumstances change, without jeopardizing the end goals and the achievement of the strategic objectives.
• Ability to work independently and autonomously.
• Proven ability to work effectively and collaboratively in a complex matrix organization.

How You Can Thrive At Alcon:

• Benefit from working in a highly collaborative and diverse environment where your contribution is valued.
• Alcon provides a robust benefits package including health, life, retirement, paid time off, and much more!
• Join Alcon’s mission to provide top-tier, innovative products and solutions that enhance sight, enhance lives, & help others “See Brilliantly!”

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Alcon is an equal opportunity employer and participates in E-Verify. Alcon takes pride in maintaining an inclusive environment that values different perspectives and our policies are non-discriminatory in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status. Alcon is also committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please send an email to alcon.recruitment@alcon.com and let us know the nature of your request and your contact information.