Global Support Manager
Core
Lead operational support for enterprise application portfolio, ensuring stability and reliability through incident, service, and problem management.
Role type
Senior IC IT Operations Manager
Builds
Stable, reliable business-critical application services
Domain
Life Sciences / IT Operations
Required skills
ITIL processes, ITSM tools (ServiceNow, BMC Helix), SQL, Cloud (Azure), Observability (Azure Monitor, Grafana), Leadership, Incident Management, Change Management, Problem Management
Preferred skills
Laboratory domain experience, Agile/Kanban methodologies, Database & SQL mining
Technologies
ServiceNow, BMC Helix, Azure DevOps, Microsoft Azure, Azure Monitor, Grafana
Responsibilities
Lead support teams to deliver consistent service quality and regional coverage; Coach support leads and team members on technical troubleshooting and leadership; Monitor and report on support KPIs and operational trends; Drive onboarding of sites to applications; Partner with Cloud Engineering and Development for production changes; Provide leadership during major incidents and coordinate root cause analysis.
Seniority
Senior, hands-on IC with leadership responsibilities