Manager, On Site IT Support Specialist

IT TIOE Business Technology Partnership

Based in Hyderabad, join a global healthcare biopharma company and be part of a 130-year legacy of success backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.

Be part of an organization driven by digital technology and data-backed approaches that supports a diversified portfolio of prescription medicines, vaccines, and animal health products.

Drive innovation and execution excellence. Be the leaders who have a passion for using data, analytics, and insights to drive decision-making, which will allow us to tackle some of the world's greatest health threats.

Our Technology Centers focus on creating a space where teams can come together to deliver business solutions that serve our company purpose to save and improve lives. An integral part of our company IT operating model, Tech Centers are globally distributed locations where each IT division has employees to enable our digital transformation journey and drive business outcomes. These locations, in addition to the other sites, are essential to supporting our business and strategy.

A focused group of leaders in each Tech Center helps to ensure we can manage and improve each location, from investing in growth, success, and well-being of our people, to making sure colleagues from each IT division feel a sense of belonging in our global organization that partners across the entire company. And together, we must leverage the strength of our team to collaborate globally to optimize connections and share best practices across the Tech Centers.

Role Overview

We are seeking an experienced, energetic, forward-thinking professional to join our IT TIOE Business Technology Partnership position based in Hyderabad, India Technology Center. The regional role encompasses providing staff leadership, supplier management, new technology solutions, end user computing support, partnerships, and TIOE (technology, infrastructure, operations, experience) support to the business. The candidate will be responsible for operational excellence support and innovation to drive continuous improvement. The candidate plays a critical role in enabling the delivery of high-quality products/services to end-users, understanding users' pain-points, funneling feedback to global product teams and driving innovation initiatives to improve end-user experience.

The job responsibilities will include driving excellence in user experience, talent management, and meeting operational performance metrics. The individual shall collaborate across borders and drive objectives with a sense of urgency. This leader must bring organizational skills to plan, manage, and continuously improve IT support. The candidate will have the opportunity to work on global teams to identify and tackle the biggest opportunities and challenges at the intersection of healthcare and information technology.

On delivery, the candidate is responsible for the overall end-to-end support operations, enabling sustainment of business operations by orchestrating all the Products, Service and Team members from various IT organizations.

The candidate is responsible for the market OKR metrics and drive opportunities to improve user experience and provide leadership in the region and global on enabling market innovation and value creation, aligning to the global priorities of improving the overall user satisfaction.

What Will You Do In This Role?

• Delivery of IT delivery services that is cost effective and of high quality. Ensure that end user computing equipment is provided, maintained and properly processed at the end of life. Scope of IT infrastructure support includes laptop/desktop, mobile devices, networks, security, servers and telephony throughout all business divisions.
• Manage external suppliers to deliver services as contracted.
• Collaborate with support teams to implement digital solutions (shift left) as necessary to reduce costs and provide better self-service to the end users of the technology provided.
• Close cooperation with divisional aligned IT teams and the business to deliver IT services and capabilities to support the business needs.
• Execute on the IT strategy, priorities and service model for the infrastructure deployed, end user IT devices as well as back-office infrastructure locally implemented.
• Participate on global and regional IT projects, as well as ensuring all on-going maintenance, troubleshooting and enhancements are performed in a timely manner and according to company standards.
• Represent the organization on projects that are IT or business driven such as PC life cycle, mobile device upgrades, network, server or telephony equipment maintenance as well as initiatives such as office moves and site consolidations.
• Support Mergers, Acquisitions and divestiture activities including equipment optimization, setup, and disposal. Aid in the establishment of IT services at new sites as a result of business growth.
• Provide leadership and technical advice to business users, technical members and vendors to adoption of strategic transformation framework and standards
• Involve in continuous improvement, initiate new ideas / concepts by leveraging the latest technologies; driving the efficiency across the whole ecosystem.
• Promote the use of emerging technologies, contribute to the digital strategy and build the digital transformation initiatives within the organization.

What Should You Have?

• Bachelor's degree or equivalent work experience in IT Service Management, Computer Science, Computer Engineering or equivalent.
• Business & Financial acumen: Demonstrates working knowledge of our core business structure and how function contributes to and works within the organization
• Strategic thinking: Demonstrates the ability to adapt current work processes to meet emerging needs and changes in job responsibilities. Demonstrates the ability to evaluate new ideas and proposed methods for practicality and ease of implementation.
• Project Management: Demonstrates the ability to coordinate work tasks with others for timely completion and to avoid potential setbacks. Demonstrates the ability to adjust work to accommodate sudden task changes and avoid potential threats to meeting task deadlines.
• Productive Communication: Demonstrates ability to articulate complex thoughts and ideas accurately and clearly, being able to quickly detect and correct instances of miscommunication. Demonstrates the ability to listen to others and integrate alternate points of view in decisions and ideas.
• Problem Solving: Demonstrates the ability to identify and integrate patterns, trends and inconsistencies across multiple data sources to determine their broader implications. Demonstrates the ability to quickly identify potential sources of problems and develop imaginative solutions.
• At least 3 years of related IT service management experience or IT Operations and Innovation roles or similar areas
• Customer service experience and strong leadership in customer-focused services
• Experience with supplier management and stakeholder management
• Strong understanding of ITSM and ITIL frameworks
• Strong understanding of SDLC methodologies
• Awareness of capital and expense planning and budget monitoring
• Excellent written and verbal communications skills
• Excellent presentation skills
• Able to effectively communicate across multiple cultures

Knowledge

• End-to-End Service Management, including Device management, Infrastructure, Local Computer Rooms, Core Desktop Applications, Remote Call Center, Onsite Service Desk and Cloud.
• Knowledge of Agile values, principles, and practices
• Solid understanding and experience of enterprise internal productivity and user experience improvement
• Knowledge of SDLC (Software Development Life Cycle), ITIL, project management, Asset Management, Agile Practice
• Working Experience in Global MNC is preferred
• Fluent English Communication is a must.
• Knowledge of pharma industry is good to have, but not must.

Our technology teams operate as business partners, proposing ideas and innovative solutions that enable new organizational capabilities. We collaborate internationally to deliver services and solutions that help everyone be more productive and enable innovation.

We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for: Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.