ZTD IT/OT support manager Tech

POSITION SUMMARY

The ZICC IT/OT Support Manager will serve as the key liaison between OT Automation Engineers, ZTD Towers and ZTD Business Partners (BPs) at the sites. This role will be responsible for coordinating OT-specific support needs while ensuring alignment between operational technology (OT) and IT strategies. This role will be essential as we continue advancing the IT/OT secure convergence architecture rollout across Zoetis network. The actual support itself will be initially handled by existing ZTD towers BAU, with a long-term vision of transitioning support to the Zoetis India Capability Center (ZICC) over time.

POSITION RESPONSIBILITIES

Percent of Time

OT Support Coordination & Issue Management

Act as the primary liaison between OT Automation Engineers and ZTD BPs, ensuring smooth coordination of OT support requests. Track and manage OT incidents, escalations, and resolution timelines. 40%

IT/OT Governance & Compliance

Ensure OT systems align with IT security policies, infrastructure standards, and compliance requirements. Support OT systems lifecycle management, including upgrades, patches, and security adherence. 25%

ZICC Transition & Capability Development

Facilitate the gradual integration of ZICC into OT support operations, working closely with global and site teams to define roles and responsibilities. 25%

Collaboration & Continuous Improvement

Partner with IT/OT stakeholders to enhance service efficiency, minimize downtime, and drive long-term process improvements. Identify areas for optimization and proactively address challenges. 15%

ORGANIZATIONAL RELATIONSHIPS

Key Relationships:

• GMS OT Automation Engineers

o Serve as the primary liaison for OT-related support needs.

o Ensure proper coordination between IT and OT teams at the site level.

• ZTD Business Partners (BPs) at the sites

o Align OT support needs with business priorities and digital transformation initiatives.

o Communicate site-specific OT challenges and escalate as needed.

• ZTD IT Support Towers

o Collaborate with existing IT support teams responsible for infrastructure, security, and applications.

o Ensure OT-related issues are prioritized and resolved efficiently.

• Zoetis India Capability Center (ZICC)

o Facilitate the phased transition of OT support to ZICC.

o Define roles and responsibilities for future OT support capabilities.

• Manufacturing Site Leadership

o Ensure alignment on OT support requirements and infrastructure changes.

o Communicate OT system needs and risks at the site level.

• Cybersecurity & Compliance Teams (infosec ZOT)

o Maintain IT/OT security standards and compliance requirements.

o Address cybersecurity risks and implement necessary controls.

• ZTD OT & IT architects

o Ensure OT systems and support processes align with Zoetis' overall IT/OT strategy.

o Collaborate on enterprise-wide digital initiatives impacting OT environments.

RESOURCES MANAGED

Financial Accountability

• Financial Responsibility: No direct budget ownership at the start, but financial oversight may increase as support operations expand.

Supervision

• Team Management: No direct reports initially, but the role is expected to grow over time as OT support transitions to the Zoetis India Capability Center (ZICC).
• Vendor & Partner Coordination: Collaborate with existing ZTD support teams and external partners as needed to manage OT support services.

EDUCATION AND EXPERIENCE

• Bachelor's degree in electrical engineering, Automation Engineering, Computer Science, or a related field.
• 5+ years of experience in Operational Technology (OT) environments, including industrial automation, control systems, and IT/OT integration.
• Strong background in PLC, HMI, DCS, BMS, and SCADA systems used in manufacturing environments.
• Experience working in a regulated industry (e.g., pharmaceuticals, biotechnology, food & beverage, or chemicals) is preferred.
• Familiarity with IT/OT cybersecurity principles, network segmentation, and compliance requirements.
• Strong ability to collaborate across IT and OT teams, with experience in coordinating support operations.
• Knowledge of cloud-based and on-premises infrastructure relevant to OT environments is a plus.

TECHNICAL SKILLS REQUIREMENTS

• OT Systems & Automation: Proficient in PLC, HMI, DCS, BMS, and SCADA systems. Experience in integration, configuration, and troubleshooting.
• IT/OT Integration & Security: Strong understanding of IT/OT convergence, cybersecurity frameworks, and secure communication protocols for OT networks.
• Incident & Change Management: Experience with incident management tools (e.g., ServiceNow) and change management processes for OT systems.
• Cloud & On-Premises Systems: Familiar with both cloud-based and on-premises OT infrastructure and integration strategies.
• Software & Reporting: Knowledge of automation software (e.g., Siemens, Rockwell) and data reporting tools for OT performance metrics.

PHYSICAL POSITION REQUIREMENTS

Mostly virtual role requiring flexibility to support ZTD GMS colleagues and projects that are globally based. Some flexibility on work hours may be required when working with global, cross functional teams.

Min travel: Not usually required to travel as part of role unless specifically needed, less than 5%

Full time