Assistant Manager

• Headquartered in the US with global centers in Pittsburgh (USA), Hyderabad (India) and Shanghai (China)
• Our global workforce of ~45000, includes expertise across scientific, manufacturing, regulatory and Commercial Operations
• Have ~ 50 Manufacturing Facilities across Oral Solid Doses, Injectables, Complex dosage forms and APIs
• Total 1400+ Molecules, have portfolio that treats nine out of ten WHO causes of death. Our 200+ medicines are on WHO essential medicines List
• We have commercial reach to 165+ Countries and territories

Role Purpose

• Lead and mentor IT Run Support teams across all domains (Infrastructure, Applications, and SAP) to ensure strict adherence to established IT processes.
• Perform comprehensive analyses of Incidents, Service Requests, Problem Tickets, and Change Requests to identify training opportunities and enhance team capabilities.
• Cultivate a collaborative and high-performance work environment that promotes teamwork and productivity.
• Develop and implement proactive monitoring systems to detect and address issues before they impact business operations.
• Serve as the primary escalation point for global IT teams, coordinate between Run teams, Major Incident Management team to ensure timely resolution of critical issues.
• Deliver consistent project and operational status updates to the senior and executive leadership.
• Partner with cross-functional teams to ensure IT solutions are aligned with broader organizational objectives.

Strategic Planning & Operations

• Establish and enforce ITIL processes and policies in alignment with IT standards, ensuring comprehensive documentation.
• Optimize IT systems, infrastructure, applications, SAP, and related processes for peak performance, security, and scalability.
• Conduct impartial and effective process audit reviews in accordance with ITIL standards.
• Lead daily IT operations, ensure SLA compliance, and provide regular operational metrics reports to leadership teams.
• Oversee vendor contract management to guarantee high-quality service delivery from third-party providers.
• Drive collaboration with IT partners through regular review meetings focusing on backlog, SLA, and MTTR adherence; identify gaps and recommend process improvements.
• Collaborate with company leadership to align IT strategies with overall business objectives.
• Plan and execute end-to-end IT Run operations projects efficiently and effectively.
• Continuously enhance IT processes to boost operational efficiency and customer satisfaction.
• Lead responses to security incidents and system outages following the Major Incident Management process.
• Initiate and facilitate all IT operations review meetings, including risk assessment and tracking, daily stand-ups with IT leads and SMEs, backlog reviews, SLA and MTTR adherence sessions, and regular status updates with internal leadership (weekly, fortnightly, monthly).
• Prepare and deliver leadership presentations and IT operations reports on a daily, weekly, fortnightly, and monthly basis.

Supervisory/Management Responsibilities

• Candidate should possess excellent communication skills, should be able to represent and present the critical and high priority incidents to senior leadership.
• Strategic thinking to balance day-to-day needs with long-term goals and come up with Continual improvement plans on the process.
• Proven ability to build an excellent rapport with all the cross functional teams to drive the process improvements, deliver the SLAs.

Position Accountability Scope

• ITIL v4 Foundation or higher certification
• Strong knowledge on Incident Management, Problem Management, Change Management, KMDB, KEDB, IT Risk Management, SLAs, KPIs, ticketing tools such as ServiceNow, Remedy.
• Strong expertise in project management methodologies (Agile, Scrum, Waterfall).
• Strong problem-solving, decision-making, and conflict-resolution skills.
• Experience with monitoring systems and IT service management tools.
• Experience in Power BI Reporting tools or any Data Analyzing tools.
• Required Advanced Excel Skills for Enhanced Efficiency (Macros, Power Query and Power Pivot, Conditional Formatting and Lookup options with Index Match)

Qualification and Experience

• BE, B-Tech or Bachelors / Master's Degree

Experience

• Minimum of 10+ years working in IT.
• 3+ years of experience implementing IT service management best practices.