Global Support Manager
Core
Lead operational support for enterprise application portfolios, ensuring stability and reliability through incident, service, and problem management while driving project delivery and software deployment.
Role type
Senior IC Global Support Manager
Builds
Enterprise application services and support operations for business-critical workflows
Domain
Life Sciences / IT Operations
Required skills
ITIL processes, ITSM tools (ServiceNow, BMC Helix), ALM tools (Azure DevOps), Cloud (Microsoft Azure), observability tools (Azure Monitor, Grafana), SQL, leadership, incident management, change management
Preferred skills
Laboratory domain experience, Agile/Kanban methodologies, database management
Technologies
ServiceNow, BMC Helix, Azure DevOps, Microsoft Azure, Azure Monitor, Grafana, SQL
Responsibilities
Lead support teams to deliver consistent service quality and regional coverage; Develop and coach support leads and team members; Monitor and report on support KPIs and operational trends; Drive onboarding of sites to applications; Partner with engineering teams for production changes; Provide leadership during major incidents and service disruptions.
Seniority
Senior, hands-on IC with leadership responsibilities
