R&D Senior Product Support Engineer

Why GSK

Uniting science, technology and talent to get ahead of disease together

GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. Getting ahead means preventing disease as well as treating it, and we aim to impact the health of 2.5 billion people around the world in the next 10 years.

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

Product Support Engineer for R&D Digital & Tech Development applications. Job Purpose & Key Responsibilities

• Be accountable for provisioning of Tech support services for a portfolio of IT applications or services in R&D Digital & Tech Development Operations area and for managing the staff required (globally/locally) to achieve this.
• Be the on site support contact for the suite of Development Applications used exclusively by the Japanese user base.
• Provide leadership, support direction and GSK process knowledge/expertise to support teams composed of GSK strategic partners and software vendors.
• Oversee and guide performance of the support team ensuring that the GSK Standard Processes are applied and agreed service level agreements are maintained.
• Review support service delivery with Strategic Supplier to ensure that agreed targets are met and prepare proposals to meet forecast changes in the level or type of service.
• Serve as point of contact for service operations performance and support advice/expertise for Product Directors and Product Owners and act as escalation point and coordinator (as required) for resolution of major outages.
• Maintain product backlog and future direction of product lines and continually assess impact on support demand and requirements. Work closely with Product Directors and Product Owners to determine, document and agree support models and service level requirements for new products/applications.
• Propose, prioritize, develop and implement strategies and innovative solutions to simplify the operating environment and lower the total cost of ownership of assigned R&D applications and services.
• Management and Co-Ordination of Major Incident System Outages as required, which will include senior stakeholder communication and Root Cause Analysis.

Basic Qualifications

Skills

• Demonstrated success in managing offshore vendors, IT services and projects to meet the needs of business within agreed SLAs, time and budget.
• Excellent relationship management, strong influencing and communication skills (incl. excellent English language skills)
• Ability to make appropriate technical analysis/decisions, initiating action to resolve operational issues.

Experiences

• Experience in IT service management for a global service, especially across pharmaceutical/R&D applications or services
• Experience in working in pharmaceutical/ regulated/ GxP environment
• Experience of working across global services and solutions (such as ServiceNow)
• Experience working with diverse teams (countries and cultures) effectively.

Education/Certification/Language

• Bachelor’s degree or equivalent (IT, Business analysis, Project/ Product management)

Preferred Qualifications

Experiences

• Toolsets experience in Scrum, Kanban, SAFE desirable and managing a product portfolio using Jira or similar tool.

Education/Certification/Language

• Agile/Scrum and/or ITIL Service Management foundation qualified.

※職務内容および勤務地の変更範囲は会社の定めるところとする。

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

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