Onsite Technical Site Lead

MSD Malaysia; Upper Hutt; On-site; NZD 110,000 - 170,000; Full time

Job summary

Merck & Co., Inc. in Upper Hutt, Wellington, New Zealand, is seeking an Onsite Technical Site Lead to act as the site lead for Global End User Services within IT, delivering end-user support and managing local IT infrastructure.

You will be the technical focal point for the site, leading infrastructure-related work, vendor management, and ensuring audit-ready compliance. You will mentor team members, support production and supply chain systems, and collaborate with global IT teams.

Qualifications

• Degree in Computer Science, Information Systems, Engineering, or equivalent.
• Extensive experience in IT infrastructure services or IT operations.
• Hands-on experience supporting production and supply chain systems.
• Strong knowledge of end-user computing, network infrastructure, server hardware, wireless, backup, and structured cabling.
• Experience troubleshooting networks, firewalls, servers, process networks, and end-user interfaces.
• Experience in GxP-compliant manufacturing or laboratory environments.
• Understanding of the Purdue Model, SFN, and OT-IoT concepts.
• Proficiency in ITIL or ITSM frameworks and project management.
• Experience with ServiceNow, Jira, and Sunbird DCIM.
• Strong communication, stakeholder management, problem-solving, and presentation skills.
• Ability to work independently, prioritise effectively, and escalate when needed.

Responsibilities

• Lead onsite end-user support and infrastructure operations for the site.
• Diagnose, document, and resolve complex hardware, software, network, and end-user issues.
• Manage local IT services, vendor performance, and supplier relationships to agreed KPIs.
• Support production and supply chain systems, including shop-floor devices such as handhelds, laptops, and scanners.
• Implement, integrate, and support local IT projects, technologies, and procedures.
• Ensure compliance with company standards and audit-ready requirements across EHS, Financial, and GxP.
• Apply global ITSM processes including Configuration, Change, Incident, and Problem Management.
• Maintain comms/server rooms and workspace in a safe, organised, and compliant condition.
• Manage local IT assets and site budget.
• Mentor and support team members and prepare updates for senior IT leadership.
• Collaborate with business users, suppliers, and global IT teams across vast, cross-functional groups.
• Provide occasional out-of-hours support for upgrades and advanced troubleshooting.

Skills

End-user computing

Network infrastructure

Server hardware

Wireless

Structured cabling

ITIL

ITSM

Jira

ServiceNow

Sunbird DCIM

Education

Degree in Computer Science, Information Systems, Engineering or equivalent

Tools

ServiceNow

Jira

Sunbird DCIM

Job description

Job Description Onsite Technical Site Lead Permanent, full-time role with competitive remuneration and benefits

Location: Onsite role, Upper Hutt, Wellington, New Zealand

Career growth: Expand your expertise in a global IT environment

Professional development: Gain leadership and technical experience in a dynamic role

As the Onsite Technical Site Lead, you will act as the site lead for Global End User Services within IT, providing end‑user support and managing local IT infrastructure. You will be the technical focal point for the site, leading infrastructure‑related work, supporting service delivery, and ensuring systems, processes, and vendor services remain aligned to business, quality, and compliance requirements. You will be accountable for service delivery, technical leadership, project execution, local IT asset management, and the site departmental budget. You will also support business continuity by diagnosing and resolving complex technical issues, acting as a consultant between IT teams, business users, management, and vendors, and helping to maintain infrastructure in an audit‑ready state across EHS, Financial, and GxP requirements. You will support and improve end‑user computing and infrastructure operations, deliver local technology projects and integrations, manage suppliers to KPI targets, and mentor team members. You will also represent the Global End User Services organisation at site level, summarise complex issues for senior IT leadership, support shop‑floor devices, and provide occasional out‑of‑hours support for upgrades and advanced troubleshooting.

What You Will Do

• Lead onsite end‑user support and infrastructure operations for the site.
• Diagnose, document, and resolve complex hardware, software, network, and end‑user issues.
• Manage local IT services, vendor performance, and supplier relationships to agreed KPIs.
• Support production and supply chain systems, including shop‑floor devices such as handhelds, laptops, and scanners.
• Implement, integrate, and support local IT projects, technologies, and procedures.
• Ensure compliance with company standards and audit‑ready requirements across EHS, Financial, and GxP.
• Apply global ITSM processes including Configuration, Change, Incident, and Problem Management.
• Maintain comms/server rooms and workspace in a safe, organised, and compliant condition.
• Manage local IT assets and site budget.
• Mentor and support team members and prepare updates for senior IT leadership.
• Collaborate with business users, suppliers, and global IT teams across vast, cross‑functional groups.
• Provide occasional out‑of‑hours support for upgrades and advanced troubleshooting.

What You Must Have

• Degree in Computer Science, Information Systems, Engineering, or equivalent.
• Extensive prior working experience in IT infrastructure services or IT operations.
• Extensive hands‑on experience supporting production and supply chain systems.
• Strong knowledge of end‑user computing, network infrastructure, server hardware, wireless, backup, and structured cabling.
• Experience troubleshooting networks, firewalls, servers, process networks, and end‑user interfaces.
• Experience in GxP‑compliant manufacturing or laboratory environments.
• Understanding of the Purdue Model, SFN, and OT‑IoT concepts.
• Proficiency in ITIL or similar ITSM frameworks and project management.
• Experience with ServiceNow, Jira, and Sunbird DCIM.
• Strong communication, stakeholder management, problem‑solving, and presentation skills.
• Ability to work independently, prioritise effectively, and escal...t when needed.

What You Can Expect

• A trusted global IT environment with real site ownership.
• Opportunity to lead, influence, and improve local service delivery.
• Exposure to modern technologies, projects, and stakeholder groups.
• Collaborative team culture with development opportunities.
• The chance to make a meaningful impact in a regulated manufacturing environment.
• The role may evolve to include people management responsibilities over time.

We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively.

We are an equal opportunity employer, committed to fostering an inclusive workplace.

Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre‑existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status: Regular

Relocation: No relocation

VISA Sponsorship: No

Travel Requirements: 25%

Flexible Work Arrangements: Not Applicable

Shift: Not Indicated

Valid Driving License: Yes

Hazardous Material(s): N/A

Job Posting End Date: 11/7/2026 *A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

Our company is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products. The difference between potential and achievement lies in the spark that fuels innovation and inventiveness; this is the space where we have codified our legacy for over a century. Our success is backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.