The Enterprise Platforms & Security (EP&S) team supports Pfizer's technology infrastructure services, ensuring highly available and secure communications throughout the corporation and with external partner organizations.
EP&S secures Pfizer's most important information assets through world class protections that enable rather than limit critical business operations.
As part of the Pfizer Digital organization, the EP&S team is a key enabler in Pfizer's ongoing digital transformation.
The Manager, Network Operations is responsible for oversight and direction related to the day to day support functions of the Pfizer Network Operations teams.
Specific responsibilities include vendor management, troubleshooting network impacting events, responding to incident ticket escalations, identifying opportunities to better address recurring issues, and updating related support documentation.
The position will focus on one or more of the of the following technology domains : wide area network, local area network, perimeter security, unified communications, and monitoring / automation.
Ensure incident tickets, requests, and changes are being handled in accordance with defined vendor KPIs / SLAs
Oversight of on-shore and off-shore operations resources including handling escalations
Execute defined periodic review functions to ensure services operate as designed
Incident management and troubleshooting support on high profile technical bridges
Work with the Pfizer Global Command Center (GCC) on cross-functional problem management
Identify inaccurate support documentation and assist with associated updates
Identify continual service improvement opportunities and assist with implementing associated changes
Participate in turnover to operations processes to ensure that built solutions are supportable and operationalized
Bachelor's Degree in cybersecurity, computer science, information systems, or engineering
5+ years of experience in a Technology role
Design, manage, and troubleshoot complex large-scale networks
Associate level Industry certifications (CCNA, DEVASC, CCSA, or equivalent expertise)
A strong team player with excellent oral and written communication skills
Process oriented with great documentation skills
Strong analytical and quantitative problem-solving and troubleshooting ability
Self-starter with the ability to independently prioritize and complete multiple tasks with little to no supervision
Master's degree major in a technical field such as Information Technology or Computer Science / Engineering
Experience managing a global team of technical engineers
High technical aptitude; quickly learns new skills
Professional level Industry certifications (CCNP, CCSE, CISSP, or equivalent expertise)
Willingness to contribute fresh and innovative ideas
Excellent oral and written communication skills
Excellent analytic and problem-solving skills
Knowledge of best practices and IT operations in an always-up, always-available service