The Manager, Architecture, DevSecOps Support acts as the support lead for the DevSecOps Enablement Platforms. The DevSecOps Enablement Platform is a set of centrally managed tools provided to Pfizer’s development teams that enables agile development processes.
This Manager performs high level support for key stakeholders, manages an outsourced maintenance and support organization, and manages the infrastructure team.
This role reports to the Director, DevSecOps Enablement
Key accountabilities :
Work with the Director, DevSecOps Enablement Platform to oversee support for the platform and its constituent elements.
Manages and prioritizes maintenance and project work undertaken by the support team.
Acts a subject matter expert of the principles, concepts and theories advancing knowledge of this domain.
Play a key role in the future of the DevSecOps Enablement Platforms.
Report out support & maintenance service levels and activities to stakeholders throughout Pfizer.
Understand software involved and acts as the lead when troubleshooting problems.
Understand cloud hosting and infrastructure challenges and leads the team to overcome them.
Understand and ensure all relevant compliance initiation and periodic processes are adhered.
Service Delivery :
Meets the expectations of support lead; gets first-hand customer information and uses it for improvements in products and services;
acts with customers in mind; establishes and maintains effective relationships with Digital colleagues and gains their trust and respect taking all reasonable measures to ensure we meet or exceed agreed service level expectations.
Provides point of accountability ensuring timely escalation and follow up of items requiring OEM / Vendor engagement and support.
Drives continuous improvement through process and technological improvement opportunities providing analysis and recommendations.
Leads with a customer service mindset and demeanor; quick to offer help to stakeholders.
Understands the support & maintenance team’s operational needs and helps to drive key decisions and escalations.
Manages relationships with other Digital and Technology Lines that are required for successful operational activities.
Strategy & Planning :
Uses innovative thinking to challenge the status quo and helps drive identification, quantification and proposal of new agile solutions and tools.
Looks toward the broadest possible view of an issue / challenge; has broad-ranging personal and business interests and pursuits;
can easily pose future scenarios; can think globally; can discuss multiple aspects and impacts of issues and project them into the future.
Communicates a compelling and inspired direction; talks beyond today; talks about possibilities; is optimistic; creates mileposts and symbols to rally support behind the direction;
makes the directions sharable by everyone.
Technical Skills :
Understands the overall technology landscape related to agile tools and software delivery projects, including project management tools, source code repositories, testing tools and more.
Facilitates exploration of new technologies, and new systems / configurations for applications in scope of this position.
Influences management decisions around the agile toolset.
Understands cloud hosting systems involved (including AWS) and can creatively think through troubleshooting problems.
Develops and sustains constructive partnerships amongst Digital stakeholders to ensure support & maintenance teams meet their customer service goals.
Writes clearly and succinctly in a variety of communication settings and styles and can get messages across that have the desired effect.
Ensures effective, accurate and timely communication for the support team; prepares and delivers regular updates on status, both in written and presentation format, to stakeholder and service owner groups.
Matrixed Team Effectiveness :
Applies skills in a variety of settings; one-on-one, small and large groups, with peers, and management; is effective both inside and outside the organization.
Utilizes influencing, facilitation, meeting management and conflict resolution skills to enhance cross-functional team performance.
Arbitrates disagreements among solution stakeholders and recommends proposals when needed.
5+ years of experience acting as a technical support or service delivery lead.
Strong interpersonal skills and evidence of enabling teamwork in a matrix environment.
Proven ability to build coalitions and develop strong partnerships across functions.
Effective diplomacy and influencing skills.
Ability to interact effectively with junior and senior levels within the organization.
An execution mindset focused on getting things done quickly and simply.
Experience in delivering and maintaining solutions which must be maintained in accordance with regulatory compliance and Pfizer Digital SOP’s.
Bachelor’s Degree from accredited institution.
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