Application Service Delivery Manager, Support

1 month ago


Chennai, Tamil Nadu, India Pfizer Full time

ROLE SUMMARY

Pfizer is a global leader in the biopharmaceutical industry, seeking top talent to innovate and bring therapies to patients that significantly improve their lives.

The Application Service Delivery Manager (ASDM) is a critical role in meeting our mission to create business value for the research, development, and medical functions of Pfizer through the delivery of impactful and sustainable technology solutions.

The ASDM is accountable for the availability, performance, and business continuity of applications in the Digital Research & Development portfolio, overseeing and managing external vendor activities, and tracking and monitoring incidents and problems through to resolution.

KEY RESPONSIBILITIES

  • Accountable for the availability, performance, and business continuity of applications in the Digital Research & Development portfolio.
  • Oversee and manage external vendor activities, tracking and monitoring incidents and problems through to resolution, ensuring quality delivery of service required for business operation.
  • Define and manage SLAs and OLAs for the set of applications in a manner compliant with Digital Service Management methodologies.
  • Perform Life Cycle Management, Change Management, and Performance analysis to ensure that maintenance requests are managed to contracted maintenance volume through effective governance.
  • Escalation path for operational issues and incidents, preparing for and coordinating responses to outages and disruptions impacting application portfolio.
  • Support audits and inspections as required, ensuring disaster recovery compliance through the facilitation of DR designs and ownership of DR testing and maintenance of supporting documentation.
  • Partner with project teams during development lifecycle, ensuring application production readiness.

QUALIFICATIONS

MUST-HAVE

  • Undergraduate degree in Information Management, Computer Science, Engineering, or Technology Management.
  • 5+ years of experience as an information technology professional in one or many roles such as an architect, business analyst, software developer, systems administrator, database administrator, systems engineer, computer engineer, support specialist, technology team lead, or technology manager.
  • Experience and demonstrated competencies in working with teams in a matrixed organization, building and nurturing relationships and effective engagement resulting in successful outcomes.

NICE-TO-HAVE

  • Prior experience in managing systems supporting pharmaceutical operations.
  • Prior experience working in a regulated business domain.
  • PMP or ITIL certification desirable.

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

Should be able to travel up to 5% of the time. Weekend and off hours work is not significant, but the position does have business continuity and operational responsibilities that require coordination activities during off hours and weekends.

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.



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