Manager, Support Engineer

ROLE SUMMARY
A career at Pfizer offers opportunity, ownership and impact.
All over the world, Pfizer colleagues work together to positively impact health for everyone, everywhere. Our colleagues have the opportunity to grow and develop a career that offers both individual and company success; be part of an ownership culture that values diversity and where all colleagues are energized and engaged; and the ability to impact the health and lives of millions of people. Pfizer, a global leader in the biopharmaceutical industry, is continuously seeking top talent who are inspired by our purpose to innovate to bring therapies to patients that significantly improve their lives.
The Application Service Delivery Manager (ASDM) is a member of the Digital R&D Global Support & Testing organization. In Digital R&D, our mission is to create business value for the research, development and medical functions of Pfizer through the delivery of impactful and sustainable technology solutions, providing the talent for project execution excellence and application support - bringing medicines to patients.
The ASDM is a critical role in meeting our mission. An ASDM "owns" an application portfolio, providing oversight for all service management functions - performance, availability and business continuity. The ASDM is at the center of the action, ensuring SLAs are met by our Application Support & Maintenance providers, interfacing with infrastructure and platform shared service teams, and working with Digital and business lines on ensuring a stable application portfolio.
The colleague who will take on this role will be focused on supporting applications in the Digital Research & Development portfolio. Supporting our systems for the business to progress drug candidates to regulatory submission and beyond is our core mission. This is a fast paced and exciting role that enables you to make important contributions every day.
ROLE RESPONSIBILITIES

• Accountable for the availability, performance, and business continuity of applications in the Digital Research & Development portfolio.
• Oversee and manage external vendor activities, tracking and monitoring incidents and problems through to resolution, ensuring quality delivery of service required for business operation. Manage critical postproduction changes required for study design modifications with minimal impact to business activities. Partner with business operations team to provide updates and reports to management.
• In partnership with the Digital Client Partners (CP) and Shared Services define and manage the SLA's and OLA's for the set of applications in a manner compliant with Digital Service Management methodologies. Key outcome is improved effectiveness of service delivery and measured through periodic reporting to stakeholders at appropriate level of detail and content.
• Apply innovative thinking to identify, design, and implement automation opportunities. Focus is on traditional automation, self service, and GenAI capabilities.
• Perform Life Cycle Management (upgrade planning, understanding the technology roadmaps to create a path forward that is consistent with the application's use, importance, value and performance requirements), Change Management - responsible to understand the impact and value of proposed and executed application and systems changes, the approval process and the outcome. Ensure that maintenance requests are managed to contracted maintenance volume through effective governance.
• Performance analysis - reviewing the application performance and monitoring data to understand how the system is performing and proactively directing the necessary corrective actions to meet SLAs and customer requirements.
• Escalation path for operational issues and incidents. Prepares for and coordinates responses to outages and disruptions impacting application portfolio. Define and evolve the support model/plan for new applications.
• Support audits and inspections as required in questioning around such areas as computer operations, access controls, and change management.
• Support enterprise initiatives while representing the needs of the R&D Portfolio.
• Ensure disaster recovery compliance through the facilitation of DR designs and ownership of DR testing and maintenance of supporting documentation.
• Partner with project teams during development lifecycle (help develop support/deployment plan and other key deliverables including acceptance of production releases, go/no-go decisions) and ensure application production readiness (support model, monitoring, SLAs, budget).

BASIC QUALIFICATIONS

• Graduate degree in Information Management, Computer Science, Engineering, or Technology Management.

• 5-10 years of experience as an Information Technology professional in one or many roles such as an architect, business analyst, software developer, systems administrator, database administrator, systems engineer, computer engineer, support specialist, technology team lead, or technology manager.
• Experience and demonstrated competencies in working with teams in a matrixed organization, building and nurturing relationships and effective engagement resulting in successful outcomes.
• Demonstrated capabilities and experience collaborating and working effectively in team settings, frequently in virtual teams with business partner and customer engagement responsibilities.

PREFERRED QUALIFICATIONS

• Prior experience in managing systems supporting pharmaceutical operations.
• Prior experience working in a regulated business domain.
• PMP or ITIL certification desirable.
• Technical Skills and Level - Skills Framework for the Information Age (SFIA) Library
• Level 5 Service Level Management
• Level 5 Management and Operations
• Level 4 Financial Management for IT
• Level 5 Stakeholder Relationship Management
• Level 5 Resourcing
• Level 5 Organization Design and Implementation

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
• Should be able to travel up to 5% of the time.
• Weekend and off hours work is not significant, but the position does have business continuity and operational responsibilities that require coordination activities during off hours and weekends, especially when application stability and usability is impacted.
• Ability to work 2nd shift hours occasionally to ensure support coverage during critical activities.
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
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