Sr. Manager, Application Support & Ops Services

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.
Role Responsibility:

• 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.

BASIC QUALIFICATIONS

• 10+ years of IT experience
• Familiarity with GxP environments
• Bachelor's degree required in computer science and/or related mathematical or engineering field
• 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.

PREFERRED QUALIFICATIONS

• 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

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

• Ability to travel up to 5% of time as required.
• Possible night and weekend work during Major issue remediation/ project/program deployments.

ORGANIZATIONAL RELATIONSHIPS

• Manufacturing Business & Solution leads
• PGS Digital Plant Network Team
• PGS and Enabling Functions Support and Ops. Service
• Enterprise Network, DBA and other support organizations

Management of budgets: N/A
Supervision : Approx. 50+ contracted resources.
Work Location Assignment: Hybrid
Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
Information & Business Tech