Principal Product Support Engineer

4 weeks ago

bangalore, India 9605 GSK Services Sp z o.o. Full time

GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. Getting ahead means preventing disease as well as treating it, and we aim to impact the health of 2.5 billion people around the world in the next 10 years.

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.
In Principal Product Support Engineer – Safety and Signal Management role you will be responsible for providing leadership and development of a team of GSK and Strategic Supplier Support staff undertaking day to day support, compliance, maintenance and decommissioning activities for production business applications within multiple Product lines and ensuring the support strategy is in alignment with the overall IT and business direction set by the Product Directors.
Key Responsibilities:

Lead and manage a 20+ member support team to ensure efficient and effective customer service. Develop and implement strategies to improve team performance, productivity, and customer satisfaction. Collaborate with cross-functional teams to address customer issues and escalations promptly. Monitor team KPIs, track performance metrics, and provide actionable insights for continuous improvement Serve as point of contact for service operations performance and support advice/expertise for Product Directors. Review support service delivery with Strategic Supplier to ensure that agreed targets are met and prepare proposals to meet forecast changes in the level or type of service. Define, monitor, measure, report and review the level of IT services provided. Provide escalation path/escalation point when levels not met. Maintain awareness of Product backlog and future direction of Product lines and continually assess impact on support demand and requirements. Working closely with Product Director, determine, document and agree support models and service level requirements for new products/applications Own, review and prioritise support demand backlog for assigned Product Line. Review and agree with IT Support Director and Product Director 
 

Why you?
Basic Qualifications:
We are looking for candidates with these required skills to achieve our goal
 

Knowledge of Argus Safety : Familiarity with pharmacovigilance software and processes. SQL/PL/SQL and Oracle DB Administration : Proficiency in SQL, PL/SQL, and experience in administering Oracle databases, including SQL*Plus and troubleshooting ETL processes. GxP Systems Experience : Previous work with GxP systems, ensuring compliance with regulatory standards. ITIL and Agile Knowledge : Understanding of ITIL best practices and Agile methodologies. Vendor Management : Ability to manage relationships with external vendors effectively. Infrastructure Understanding : Good grasp of infrastructure components such as servers, F5 load balancers, etc. Azure Knowledge : Familiarity with Azure services, including data lakes and data warehouses. Power BI Proficiency : Ability to work with Power BI for data visualization and reporting. Familiarity with .NET : Basic understanding of .NET framework.

Benefits:

· Career at one of the leading global healthcare companies

· Company Car or Car Allowance

· Long-Term incentives 

· Contract of employment 

· Attractive reward package (annual bonus & awards for outstanding performance, recognition awards for additional achievements and engagement, holiday benefits

· Life insurance and pension plan

· Private medical package with additional preventive healthcare services for employees and their eligible

· Sports cards (Multisport)

· Possibilities of development within the role and company’s structure

· Personalized learning approach

· Extensive support of work life balance (flexible working solutions, short Fridays option, health & well-being activities)

· Supportive community and integration events

· Modern office with creative rooms, fresh fruits everyday

· Free car and bike parking, locker rooms and showers

#LI-GSK

G6

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

GSK is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.

Important notice to Employment businesses/ Agencies

GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK.

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