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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing production support for Manufacturing applications, with a strong focus on incident and problem management, process improvement, and technical resolution. Possesses deep knowledge of GxP environments and global application delivery, ensuring adherence to Service Level Agreements.
Highest-signal resume keywords
Production Support ManagementIncident ManagementGxP EnvironmentsRoot Cause AnalysisService Level Agreements
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical KnowledgeProcess ManagementChange ManagementConfiguration ManagementProblem ManagementTrend AnalysisApplication Performance MonitoringSupport Process DevelopmentContinuous ImprovementAutomation
Soft Skills
Diplomacy SkillsCommunicationCollaborationLeadership
Industry Keywords
Manufacturing SystemsGlobal Application DeliveryIT Support CapabilitySupport Best PracticesService Level Agreements
About the role
Key responsibilities & impact- Manage Pfizer’s production support service for business-critical Manufacturing applications
- Drive technical resolution of critical issues within the PGS Digital portfolio
- Serve as liaison between support teams, the business and Digital stakeholders for issue resolution
- Act as single point of contact for application performance
- Manage and report on One BT processes, including incident and problem management
- Lead support transition activities from Deployment/Project hypercare to long-term Managed Service Provider support
- Balance business and Solution team needs and drive adoption of support best practices
- Build global IT support capability and promote continuous process improvement, automation and AI adoption
- Create and manage support processes and procedures for global Core environments
- Facilitate issue resolution by engaging Solutions and Support owners
- Review service performance and participate in defining SLAs
- Provide domain knowledge, architecture expertise and technical SME support
- Identify and deliver continuous improvement opportunities
- Oversee resolution of Incident Management help tickets and completion of routine maintenance service requests
- Coordinate project-to-support transitions and ensure adherence to the support transition framework
- Provide project leadership and expertise for support services
- Work with a globally distributed AiMS team
Requirements
What you’ll need- Bachelor's degree in computer science and/or related mathematical or engineering field
- At least 6 years of experience
- Familiarity with GxP environments
- Knowledge of Manufacturing related systems
- Knowledge of global application delivery and support
- Strong diplomacy skills; able to navigate a difficult political environment
- Strong technical knowledge
- Strong process and procedure skills, particularly regarding incident, problem, change and configuration management
- Experience performing and coordinating root cause analysis and trend analysis
- Prior experience managing production support per Service Level Agreements
- Ability to travel up to 5% of time as required
- Candidates must be authorized to be employed in the U.S. by any employer
- U.S. work visa sponsorship is not available now or in the future
- Permanent work authorization in the United States is required
Benefits
Comp & perks- Global Performance Plan with a bonus target of 17.5% of base salary
- Share based long term incentive program
- 401(k) plan with Pfizer Matching Contributions
- Additional Pfizer Retirement Savings Contribution
- Paid vacation, holiday and personal days
- Paid caregiver/parental and medical leave
- Medical, prescription drug, dental and vision coverage
- Relocation assistance may be available based on business needs and/or eligibility