Hypercare Manager

Roche; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

Roche is seeking a Hypercare Manager accountable for managing the hypercare process across affiliates. This role requires leadership, project management, and strong stakeholder communication skills to ensure timely incident resolution and project success. Candidates should have a degree and 3-4 years of related SSC experience, with proficiency in relevant tools like GEP SMART ERP.

Qualifications

• 3-4 years of related experience in a Shared Services Center (SSC) environment.
• Experience with Business Process Management / Improvement and Global Rollouts.
• Strong communication skills in English; additional languages are a plus.

Responsibilities

• Manage the logging and resolution of hypercare incidents across several affiliates.
• Ensure successful delivery of key fixes and monitor INC patterns.
• Collaborate with global hypercare managers and stakeholders during phased deployments.

Skills

Leadership

Analytical skills

Problem solving

Stakeholder management

Organizational skills

Communication

Project management

Collaboration

Education

University or College Degree

Tools

GEP SMART ERP

Google Suite

Office Suite

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

The role is accountable and responsible for the quality and timeliness of the hypercare process across several affiliates, as well as all deliverables and milestones for their respective process area in the region as outlined in the overall project plan.

This role will be direct contract under Roche until 31 Dec 2026 (renewable or convertible)

The Hypercare Manager is expected to manage and lead the following aspects of the hypercare process:

• Manage the logging, assignment, tracking and resolution of all logged hypercare incidents in SNOW

• Manage successful delivery of key fixes & high priority incidents

• Monitor and secure the identification of INC patterns (master INCs, global issues) in order to crystallize key issues requiring management attention

• Support follow up on INC requiring attention with BPMs (identifying process changes or workarounds needed and impact on resources, crystallizing new requirements or map INC to existing JIRAs)

• Manage INC escalations (within Roche and GEP and support facilitation of meetings involving case-handling experts)

• Actively manage aging INCs (by identifying update gaps on either side (Roche and/or GEP)

• Support teamleads of respective teams involved in efficient INC flow management

• Highlight any issues and risk associated with the hypercare process and address those with mitigating actions towards local and regional management, and escalation where required

• Ensure that all critical stakeholders are involved in the process, and understand the drivers of the project, the preparation and are ready when going live

• Manage jointly with the global hypercare manager the expected high number of incidents with the involvement of project team members and domain experts during the phased deployments

• Organize and support, jointly with the global hypercare manager, IT deployment lead and IT Solution owner, the Hypercare exit meetings and required documentation

• Ensure that the hypercare supports the successful and timely completion of hypercare, and that constant improvements are highlighted and the approach by adapting the processes, documentation and guidelines based on the learnings achieved.

• Provide regular business updates to leads and stakeholders to update on status of open incidents

• Issue daily dashboard reflecting hypercare status to key stakeholders

• Run the Hypercare & Triage meetings

• Manage project team transition to support team (phased roll-off of project team dependent on hypercare status)

• Partner with the transition managers to identify and jointly drive improvement opportunities e.g. in terms of documentation for the support teams or processes and organizational setup of them

Who you are

• Leadership role, with both process and IT knowledge

• Good analytical and strong problem solving skills

• Strong stakeholder management experience from different countries and levels of the organization

• Excellent organization and communication skills

• Persistent and have a sense of urgency

• Innovative and open minded

• Demonstrated project management experience, excellent communicator, calm under pressure and possess clear attention to detail

• Experience with Business Process Management / Improvement, Global Rollouts

• Experience in procurement and finance processes

• Previous HyperCare Project Management experience

• Demonstrated experience of implementation to GEP SMART ERP from another ERP

Further requirements

• 3-4 years of related experience in SSC environment

• University or College Degree or equivalent business experience

• Strong communication skills in English (written and spoken) are essential. Additional languages a plus, based on region/customer requirements.

• Excellence in international & intercultural collaboration

• Knowledge of Google and Office suite, GEP SMART ERP and ERP systems

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.