On-site Support Lead APAC

convatec; India; Hybrid; INR 1,500,000 - 2,100,000; Full time

Benefits offered by this job

Flexible working arrangements

Learning and development opportunities

Competitive remuneration

Health and wellbeing programs

Job summary

Convatec is seeking an On-Site Support Lead APAC to drive regional on-site support delivery and lead a field-service technician team across the APAC region. You will manage hardware and user lifecycles, incident escalation, and deliver performance metrics against regional SLAs.

The role requires strong IT infrastructure knowledge, ITIL, and experience coordinating cross-functional projects. Hybrid work model, with focus on timely delivery and stakeholder collaboration.

Qualifications

• Minimum 5+ years in a leadership role in IT.
• Strong knowledge of IT infrastructure, networks, servers, cloud computing and security.
• Proficiency in ITIL or similar IT service-management frameworks.
• Familiarity with monitoring, automation and incident-management tools and technologies.
• Solid understanding of regulatory and compliance requirements in the regions of operation.
• Project coordination skills with the ability to organise, track and drive small initiatives to completion across cross-functional teams; knowledge / experience of the StageGate project methodology would add significant value (not mandatory).
• Proficiency in MS Office and ServiceNow.

Responsibilities

• Regional On-Site Support delivery.
• Lead and manage the regional field-support onsite technician team, ensuring compliance with SLAs/OLAs and KPIs.
• Own hardware lifecycle management, user lifecycle management and incident escalation management across the region.
• Provide in-depth performance metrics against regional SLAs, deliver proactive guidance and assess the effectiveness of field service teams.
• Contribute to support operation manuals, documentation and the expansion of the internal knowledge base.
• Evaluate risks associated with proposed change requests, present alternative solutions, and participate in Change Advisory Boards.
• Drive proactive service-improvement initiatives and cost-benefit analyses aligned with IT Global guidelines.
• Project coordination & follow-up (small-scale initiatives across On-Site Support globally)
• Coordinate and follow up on small IT projects across On-Site Support globally, providing the organisation, tracking and focus needed to bring them to completion on time.
• Maintain clear visibility of scope, milestones, actions and risks, keeping stakeholders informed and initiatives on track.
• Translate PMO requirements into clear OSS actions, working with and through the regional On-Site Support leads, and channel OSS readiness, constraints and dependencies back to the PMOs.
• Support gate submissions and project governance by providing timely OSS input, effort estimates and delivery status.
• Stakeholder & team management
• Strengthen relationships with stakeholders and business units, acting as the voice of the customer between technical teams and users.
• Recruit, develop and retain field service teams, and conduct cost/benefit analyses for the regional teams.
• Stay in contact with senior end-users and understand the region from a cultural perspective to provide better support.
• Ensure consistent achievement of agreed Service Level Targets, with ongoing reporting through service-level reports and monthly service review meetings.

Skills

IT leadership

IT infrastructure

ITIL knowledge

Monitoring/Automation tools

Regulatory compliance

MS Office & ServiceNow

Tools

ServiceNow

MS Office

Monitoring tools

Job description

Our search for better is changing the lives of our patients. It's changing the careers of our people too - creating new challenges and opportunities all the time. We're looking for a motivated and passionate individual to join our team as an On-Site Support Lead APAC, to have real impact and bring Forever Caring to life.

In this role, you'll play a key part in on-site support , working alongside a dynamic team that values innovation, collaboration, and continuous growth.

Your key responsibilities will include:

• Regional On-Site Support delivery
• Lead and manage the regional field-support onsite technician team, ensuring compliance with SLAs/OLAs and KPIs.
• Own hardware lifecycle management, user lifecycle management and incident escalation management across the region.
• Provide in-depth performance metrics against regional SLAs, deliver proactive guidance and assess the effectiveness of field service teams.
• Contribute to support operation manuals, documentation and the expansion of the internal knowledge base.
• Evaluate risks associated with proposed change requests, present alternative solutions, and participate in Change Advisory Boards.
• Drive proactive service-improvement initiatives and cost-benefit analyses aligned with IT Global guidelines.
• Project coordination & follow-up (small-scale initiatives across On-Site Support globally)
• Coordinate and follow up on small IT projects across On-Site Support globally, providing the organisation, tracking and focus needed to bring them to completion on time.
• Maintain clear visibility of scope, milestones, actions and risks, keeping stakeholders informed and initiatives on track.
• Apply, where relevant, Convatec's StageGate project methodology and PPM tooling to structure delivery and reporting.
• Global bridge with the PMOs (primary point of liaison for OSS)
• Act as the primary global point of contact between On-Site Support and both the Digital & AI PMO and the CBS PMO - treated as equivalent interlocutors - facilitating and coordinating the relationship together with the regional On-Site Support leads, who remain accountable for delivery in their own regions.
• Ensure that, for any global project requiring OSS participation anywhere in the world, OSS is identified, engaged and mobilised on time.
• Translate PMO requirements into clear OSS actions, working with and through the regional On-Site Support leads, and channel OSS readiness, constraints and dependencies back to the PMOs.
• Support gate submissions and project governance by providing timely OSS input, effort estimates and delivery status.
• Stakeholder & team management
• Strengthen relationships with stakeholders and business units, acting as the voice of the customer between technical teams and users.
• Recruit, develop and retain field service teams, and conduct cost/benefit analyses for the regional teams.
• Stay in contact with senior end-users and understand the region from a cultural perspective to provide better support.
• Ensure consistent achievement of agreed Service Level Targets, with ongoing reporting through service-level reports and monthly service review meetings.

To be successful you will:

Function / technical experience

• Minimum 5+ years in a leadership role in IT.
• Strong knowledge of IT infrastructure, networks, servers, cloud computing and security.
• Proficiency in ITIL or similar IT service-management frameworks.
• Familiarity with monitoring, automation and incident-management tools and technologies.
• Solid understanding of regulatory and compliance requirements in the regions of operation.
• Project coordination skills with the ability to organise, track and drive small initiatives to completion across cross-functional teams; knowledge / experience of the StageGate project methodology would add significant value (not mandatory).
• Proficiency in MS Office and ServiceNow.

Soft skills & competencies

• Exceptional problem-solving, decision-making and communication skills.
• Strong organisation, follow-up discipline and a results/focus orientation.
• Ability to coordinate across regions, cultures and time zones, and to build strong stakeholder relationships.
• Proactivity in improving processes and motivating teams; adaptability in a fast-paced environment.

These include

• Flexible working arrangements,
• Ongoing learning and development opportunities
• Competitive remuneration
• Access to health and wellbeing programs

At Convatec we believe in taking care of our people, because they're the heart of everything we do . As part of our team, you'll enjoy a range of benefits designed to support your wellbeing, growth, and success.

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