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 IT Operations Manager (Application Support)
Builds
Stable, reliable business-critical application services and support operations
Domain
Life Sciences / BioPharma / IT Operations
Required skills
ITIL processes (Incident, Problem, Change, Service Management), ITSM tools (ServiceNow, BMC Helix), ALM tools (Azure DevOps), SQL/Database querying, Cloud platforms (Microsoft Azure), Observability tools (Azure Monitor, Grafana), Agile/Kanban methodologies, Leadership and team coaching, KPI analysis and reporting, Major incident management
Preferred skills
Laboratory domain experience, Experience in large IT organizations (300+ people)
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; Champion IT Quality Assurance and ITSM standards; Monitor and report on support KPIs and operational trends; Drive onboarding of sites to applications; Partner with Cloud Engineering and Development teams for production changes; Provide leadership during major incidents and service disruptions.
Seniority
Senior, hands-on IC with leadership responsibilities