IT System Compliance & Service Manager (5-7 yrs)

Job Title : IT Systems Compliance & Service Manager

Job Type : Hybrid (Bangalore)

Job Experience : 5+ Years Exp.

Job Description :

Key responsibilities :

- The position holder will be working as System Specialist (ITSME) on the systems called Tulip with a focus on management of system, compliance, IT Security aspects and lead the technical discussions and co ordination with supplier and Infrastructure partner.

- Responsible for day-to-day operation and maintenance of the Tulip platform and ensure that this is performed in compliance .

- Overall management of ITSM activities & Operational verification.

- IT Periodic System Evaluation.

- Service Level Management.

- Being involved in Audits and Inspection Preparation & Representation.

- Collaboration with DevOps team.

- Key linking resource between support and releases/projects.

- Communicate critical issues/errors to DevOps team.

- Collect information on new changes and releases from system managers (on projects) and share with support partners.

Main job tasks :

- The mission of Quality IT systems is to provide the global business critical IT support services for IT Systems anchored in DD&IT GBS. These services, primarily involve, daily support, system maintenance, system releases, participation in projects and customer activities.

- The services are to be defined by the customers and centered on satisfying business needs, here by generating value for the business. Also, solutions are to be implemented and operated effectively in compliance with external requirements.

- Works in collaboration with Quality & Facilities IT located at HQ, dealing with customers across affiliates, Quality, IT and Global Safety .

- Manage the expectation of LoB, Customers and users concerning the use of the particular services and systems.

- Ensure that Quality & Facilities IT IN provides the most appropriate levels of service to meet future business needs.

Related to Process :

- Responsible to ensure that existing services meet their service targets, that planned new services meet their timescales, and that targets are realistic and achieved

- Participate in system strategy management work in cooperation with Service Manager.

Related to System :

- Produce system specific reports with corrective actions if applicable, that are subsequently reviewed with the relevant customers.

- Ensuring that the system is in compliance with relevant internal and external requirements.

- Participate in system development activities, e. projects, change & release request.

- Manage the critical operational activities for the systems related to GxP compliance

Related to Vendor :

- Monitor the contract services from vendors and platform owners as needed.

- Operational vendor coordination and negotiation.

- Maintain overview of and coordinate vendor day-to-day operation of the agreed services.

Related to Audit & Inspection :

- Active participation during system Audits and Inspection to prepare the documentation & representation along with System Manager.

Other areas of responsibility :

Communication and Stakeholder interaction :

- Collaborate with stakeholders/partners with diverse interests, knowledge, cultural background and personality

- Manage multiple concurrent tasks and be flexible

- Support discussions and negotiations on the SLAs, contracts, cost and service delivery

- Communicate in a clear and precise manner

- Communicate with all stakeholders as and when necessary.

Innovation and change :

- Proactively solves tasks and identifies and mitigates conflicts with minimum supervision from management level.

- Involves people from different areas and external stakeholders when appropriate.

- Adaptive, focused and ensures tasks are completed with complete ownership & accountability.

Knowledge, skills and experience :

Key Skill :

- In-depth knowledge of ITIL, Incident, Problem and Change Management processes.

- Basic understanding of Agile principles, methodologies and events.

- Good communication, analytical and problem-solving skills.

- At least 2-3 years of experience with must have knowledge in Cloud computing systems (Azure/AWS SAAS, PAAS, AKS.etc), Azure DevOps (basics) and MS Power Apps.

- Hands-on experience is application change & release management to drive the technical details during major release windows, along with Risk & Impact Assessment.

- Should be skilled in handling complex scenarios during application outage and analysing/validating cross functional issues efficiently.

- Min. 2-5 years of experience with IT project work or 2-5 years of IT experience covering specification, design, development or implementation of IT solutions.

- Min. 2-5 years of experience within the pharmaceutical or other relevant industry, combined with general business.

- Understanding or 2-5 years of experience within operation and maintenance of IT systems in large organizations.

- Min. 2-5 years of experience working with GxP requirements, validation & compliance.

- Experience from working in a project oriented, international matrix organization.

- Experience from working in service level-based organizations and managing service level agreements with customers and vendors with strong stakeholder management