IT Software Engineering Expert - RDT Digital Operations and Reliability

Roche; India; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Roche in India seeks a Business Systems Analyst who takes ownership of ambiguous tasks, challenges the status quo, and mentors others while ensuring reliable digital platforms across the enterprise. You will lead initiatives, perform root cause analyses, and drive improvements that minimize disruption to critical processes.

You will coordinate with L1 Support and CAB, maintain governance of IT problems, and ensure alignment with global strategy while fostering collaboration across teams.

Qualifications

• 5+ years of IT Problem Management experience with strong ITSM governance.
• Experience in Infrastructure Major Incident management and coordinating high-critical incidents.
• Experience leading cross-functional teams to resolve complex business or systems issues.
• Experience in the pharmaceutical/biotech or regulated healthcare technology industry is valued.
• Proven experience working with global teams in remote settings.

Responsibilities

• Own ambiguous tasks and drive small to medium initiatives at project/product level.
• Analyze complex problems to design and implement automated system solutions and integrations.
• Develop and maintain governance frameworks for IT Problems and root cause analysis lifecycle.
• Coordinate with L1 Support and Change Advisory Board to drive technical resolutions for critical incidents.
• Align technical plans with global strategy and mentor team members.

Skills

IT Problem Management

ITIL Certification

ServiceNow

Stakeholder Management

Cross-functional Leadership

Root Cause Analysis

Tools

ServiceNow

Job description

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

Job description

The Business Systems Analyst takes ownership of ambiguous tasks, challenges the status quo, and acts as a technical mentor while fostering strong collaboration across teams. In this role, you will lead small to medium initiatives, prioritize effectively with stakeholders, and maintain a "bigger picture" view of how various components align with the overall strategy. This function ensures the proactive management and maintenance of the optimal performance, reliability, and availability of all RDT enterprise-wide digital platforms. You will analyze complex business problems to recommend automated solutions, identify and implement process improvements, and optimize system configurations for peak efficiency. Additionally, your primary goal will be managing the execution of the Problem Management processes for conducting root cause analysis, minimizing disruption to critical business processes across the value chain, and guaranteeing compliance contributing also to the Infrastructure Major Incident process.

Description of the area

Job Responsibilities

• Scope / (Content Leadership) & Accountability/Problem Solving: Takes ownership of ambiguous tasks and topics in the "grey zone" (where there is no defined owner) and successfully drives small to medium (S/M) initiatives at the project, squad, or product level. Analyzes complex business problems to recommend automated system solutions, identifies process improvements, optimizes system configurations, and designs and implements system integrations. Furthermore, you will create, implement, and maintain the overarching governance framework, tracking mechanisms, and lifecycle management for global IT Problems, managing the end-to-end execution for thorough root cause analysis.
• Stakeholder Management: Prioritizes and communicates with stakeholders effectively. Maintains a bigger picture view to thoroughly understand how various technical components fit into the overall product strategy and goals. You will interface closely with the L1 Support and work in partnership with the Change Advisory Board Team to drive long-term technical resolutions, coordinating communications and governance of high critical incidents.
• Impact/Strategy: Acts as a technical mentor and aligns development plans with the global strategy. Actively gives speeches and shares knowledge in internal events (e.g., DevOps Days, Tech Talk, Tech Live). Through these efforts, you will proactively minimize disruption to critical business processes and guarantee compliance across the organization.
• Complexity / (Product Size): Operates at the Product or Site level, making a direct impact on the technical decisions within the product and the ways of working of other chapter members. Leads cross-functional linked teams to address business or systems issues. Breaks down silos, focuses on delivery through collaboration, and brings people together to work towards the same purpose across organizational boundaries.
• Business / Technical ability: Possesses a deep understanding of the broader technical landscape beyond the specific component being worked on. Formulates and implements technical strategies aligned with organizational objectives, and invests time and energy in initiatives that boost creativity and innovation. Demonstrates the ability to create clarity about outcomes generated by teams.

Qualifications

• Demonstrated experience taking ownership of ambiguous tasks, acting as a technical mentor, and successfully driving small to medium initiatives at the project or product level.
• 5+ years of solid, proven experience heavily focused on IT Problem Management, with a strong track record of successfully implementing ITSM processes and governance frameworks.
• Experience in Infrastructure Major Incident, communications, coordination and governance of high critical incidents and stakeholder management.
• Experience leading cross-functional linked teams to solve complex business or systems issues.
• Experience in the pharmaceutical, biotechnology, or regulated healthcare technology industry is valued.
• Proven experience working with Global Teams in remote, this is crucial.

Technical Skills

• Strong capability in analyzing complex business problems and recommending, designing, and implementing automated system solutions and integrations.
• ITIL Certification (preferably with a focus on Problem/Incident Management) and expert proficiency in ITSM platforms (e.g., ServiceNow).
• Understanding of software development and/or service del