Leadership Role - Application Support - Pharma

Specific competencies ( Essential)

- Understanding of support operations and required process and tools for control and information security.

- Experience of managing support operations and multi-location teams in shifts

- Experience with pharma or medical industry and related GxP compliance

- Good communication and customer support skills

- Understanding of Java Flex or other web application management

- Ability to handle customer support escalations

- Ability to work with vendors and technology partners

- Incident and problem management best practice

Specific competences (Desirable)

- Medical/Pharma industry experience

- PMP

- ITIL

a) Service Operations

b) Service Design

- Cloud Services in particular AWS

- GAMP5

Key Roles and Responsibilities

- Define, setup and Manage Pharma Service Delivery capability for global, 24- 7 operations

- Managing multi location team working in shifts

- Manage support tickets, SLAs and reporting

- Maintain BCP and change control process

- Provide audit support when required

- Respond to alerts, escalations and stakeholder communication

- Work with different IT groups for support activities off infra and applications.

- Conduct periodic Customer satisfaction reviews and meetings

Knowledge, Experience, Education

Essential

- Technology or IT consulting experience

- Experience of managing support of IT applications and support team management

- Experience with managing compliance needs of pharma/medical

- Experience with managing SLAs for global support team

- Experience with production change control and supporting audits

- Experience in Customer facing roles

- Some experience on web applications