Sr. Manager, Application Support & Ops Services

Pfizer; United States; On-site; USD 140,000 - 210,000; Full time

Job summary

Pfizer is seeking a Sr Manager for Application Support & Ops Services within AiMS Service Delivery to lead global production support for Manufacturing systems. The role focuses on driving issue resolution, liaising with business and Digital stakeholders, and ensuring a smooth transition from deployment hypercare to long-term support.

It requires deep SME knowledge of manufacturing systems and governance across locations.

Qualifications

• Bachelor's degree in computer science or related field with at least 6 years of experience.
• Familiarity with GxP environments.
• Knowledge of manufacturing related systems.
• Knowledge of global application delivery and support.
• Strong diplomacy skills; able to navigate a difficult political environment.
• Strong technical knowledge.
• Experience with incident, problem, change and configuration management.
• Experience performing root cause and trend analysis.
• Experience managing production support per SLAs.

Responsibilities

• Participate in creation and management of processes needed for global Core environments support.
• Review service performance and define SLAs; manage team progress.
• Provide domain knowledge, broad architecture and SME support.
• Identify continuous improvement opportunities and engage teams to deliver.
• Oversee incident management tickets and routine maintenance tasks.
• Coordinate transition of support activities from project teams to Support.
• Provide project leadership and expertise for Support services as required.

Skills

Familiarity with GxP environments

Manufacturing related systems

Global application delivery and high-+

Strong diplomacy skills

Strong technical knowledge

Incident, problem, change and config.

Root cause & trend analysis

Production support per SLAs

Education

Bachelor's degree in computer science or related mathematical/engineering field

Job description

Use Your Power for PurposeTechnology impacts everything we do. Pfizer's digital and 'data first' strategy focuses on implementing impactful and innovative technology solutions across all functions from research to manufacturing. Whether you are digitizing drug discovery and development, identifying solutions, or making our work easier and faster, you will be making a difference to countless lives.

ROLE SUMMARY:

The Sr Manager - Application Support & Ops Services, AiMS Service Delivery (Application Managed Service Delivery), provides functional and technical expertise to support Pfizer's Manufacturing systems around the world. The incumbent is accountable for the management of the production support service, with a primary goal of driving the technical resolution of critical issues with business-critical applications within the PGS Digital portfolio.The Sr Manager - Application Support & Ops Services, AiMS Service Delivery, serves as liaison between the support team, the business and Digital stakeholders for issue resolution. He/She is the single point of contact for application performance and is responsible for managing and reporting on One BT processes (incident management, problem management, etc.) for the assigned functional areas. The lead ensures that appropriate support transition activities are executed to transition from Deployment/Project hypercare to long term support as managed by the Managed Service Provider. He/She is also accountable for various initiatives that cross functional boundaries.The candidate will be accountable for balancing the unique needs of the business & Solution teams. The candidate will drive the adoption of best practices while building a world class IT support capability across all global locations. Candidate will drive an innovative culture within the team to drive Continuous process improvement, Automation and adoption of AI to modernize support operations.The ideal candidate will bring deep technical knowledge and subject matter expertise in running a support transition function with focus on applications like; Manufacturing Execution systems, Labeling systems, local plant applications and related edge systems that support the Business. This person will be handling a diverse AiMS team located globally.

What You Will Achieve

In this role, you will:

• Participate in creation and management of processes and procedures needed for support of the global Core environments. Facilitate resolution of issues by engaging Solutions and Support owners.
• Review service performance and participate in definition of SLA's where needed. Manage and report team progress related to the work efforts of responsible area.
• Provide domain knowledge, broad architecture and deep technical SME support.
• Identify continuous improvement opportunities and appropriately engage the support and maintenance team to define approach and deliver.
• Manage/oversight to ensure resolution of all Incident Management (IM) help tickets as entered by the business.
• Manage/oversight to ensure completion of SR's related to the Routine Maintenance of the system
• Coordinate the transition of support activities from Project Teams to Support while ensuring adherence to Support transition framework. Ensure that the required activities for the transfer of the support activities are planned and understood by the project teams.
• Provide project leadership and expertise for Support services as required.

Here Is What You Need (Minimum Requirements)

• Applicant must have a bachelor's degree in computer science and/or related mathematical or engineering field with at least 6 years of undefined
• undefined
• undefined
• Familiarity with GxP environments
• Knowledge of Manufacturing related systems
• Knowledge of global application delivery and support required.
• Strong diplomacy skills; Able to navigate a difficult political environment
• Strong technical knowledge
• Strong process and procedure skills, most particularly regarding incident, problem, change and configuration management.
• Experience with performing and coordinating root cause analysis and trend analysis.
• Prior experience managing production support per Service Level Agreements.

Bonus Points If You Have (Preferred Requirements)

• Excellent verbal and written communications skills and the ability to effectively communicate with the appropriate project stakeholders, Senior Digital, and Business leadership.
• Experience working and succeeding in a highly matrixed environment
• Ability to collaborate with vendor partners / project teams.
• Ability to work independently with minimal supervision and manage multiple priorities
• Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

Ability to travel up to 5% of time