Sr. Manager, App Support & Ops Services
Pfizer
- Chennai, Tamil Nadu
- Permanent
- Full-time
- Participate in creation and management of processes and procedures needed for support of the global Core environments. Facilitate resolution of issues by engaging Solutions and Support owners.
- Review service performance and participate in definition of SLA’s where needed. Manage and report team progress related to the work efforts of responsible area.
- Provide domain knowledge, broad architecture and deep technical SME support.
- Identify continuous improvement opportunities and appropriately engage the support and maintenance team to define approach and deliver.
- Manage/oversight to ensure resolution of all Incident Management (IM) help tickets as entered by the business.
- Manage/oversight to ensure completion of Service Requests related to the Routine Maintenance of the system.
- Coordinate the transition of support activities from Project Teams to Support while ensuring adherence to Support transition framework. Ensure that the required activities for the transfer of the support activities are planned and understood by the project teams.
- Provide project leadership and expertise for Support services as required.
- 15+ years of IT experience
- Familiarity with GxP environments
- Bachelor’s degree required in computer science and/or related mathematical or engineering field.
- Knowledge of Quality & Manufacturing related systems
- Knowledge of global application delivery and support required.
- Strong diplomacy skills; Able to navigate a difficult political environment.
- Strong technical knowledge
- Strong process and procedure skills, most particularly regarding incident, problem, change and configuration management.
- Experience with performing and coordinating root cause analysis and trend analysis.
- Prior experience managing production support per Service Level Agreements.
- Excellent verbal and written communications skills and the ability to effectively communicate with the appropriate project stakeholders and senior business leadership.
- Experience working and succeeding in a highly matrixed environment.
- Ability to collaborate with vendor partners / project teams.
- Ability to work independently with minimal supervision and manage multiple priorities.