Cross Platform Technical Lead (Manager)

At Pfizer we make medicines and vaccines that change patients' lives with a global reach of over 780 million patients.

Pfizer Digital is the organization charged with winning the digital race in the pharmaceutical industry.  We apply our expertise in technology, innovation and our business to support Pfizer in this mission.

The Biopharma, Patient & CDI (C4) team builds and maintains the platforms and capabilities that enable Pfizer Business Units to connect digitally with our external customers and effectively engage and collaborate across teams internally.  This includes all digital (web, mobile, omni-channel, & devices) products, platforms, services, and experiences in service of patients, HCPs, payors, pharmacists, or clinical sites. We build advanced cloud-based technology solutions at a global scale that positively impact Pfizer business performance.

Within C4, the Global Support and Operations team is accountable for providing high-quality, multi-dimensional, expert technical operations and support for suite of solutions used across C4 organization.

The primary purpose of the Manager, Cross Platform Technical Lead is to empower digital customer facing Pfizer colleagues with tools, processes and knowledge to create outstanding experiences for our patients, health care professionals and other stakeholders.

The Manager, Cross Platform Technical Lead is expected to develop, implement, and manage the technical support framework to provide timely, high-quality, value-added services to enhance customer productivity.

The individual filling this role is expected to provide guidance to and lead/co-lead moderately complex technology programs with a focus on delightful customer experience. Ability to lead moderately complex scale technology programs is critical.

ROLE RESPONSIBILITIES

Subject Matter Expertise - General
• System Support: Apply comprehensive knowledge of technology principles, concepts, theories to design and implement incident management framework through initial investigation, risk assessment, optimal solutioning and coordinating with technical teams for implementation of technical resolution in accordance with digital procedures.

• System Maintenance: Manage day-to-day system activities including business support and incident management by applying knowledge of internal/ external business challenges to provide input into recommendations for improvements to products, processes or services

• Use a variety of communication tools and techniques to inform difficult concepts and manage escalations.

Strategic Leadership & Delivery
• Apply strong industry knowledge and comprehensive understanding of business processes to deliver robust technology support.
• Make decisions that may require developing new options to resolve moderately complex problems using Agile framework and Pfizer's SDLC processed and methodologies.

Resource and Financial Management
• Manage and lead people, technological and financial resources
within the department.
• Responsible for vendor management of existing contracts up to ~ $250K related to products, including contract renewals and RFP/RFI processes as needed.

Cross-Team Collaboration
• Manage stakeholder engagement and communication to ensure alignment on governance and technical implementation decision making process within department.

Coaching and Mentorship
• Actively shares knowledge with others within Department through existing knowledge sharing processes/systems.

• Alignment w/ Platform Dev Leads: Works closely with platform engineering and development teams to ensure continuous knowledge transfer and alignment with solution requirements and capabilities. Partners with DevOps lead to establish clear feedback loop processes and metrics between operations responsibilities and develop team expectations, including providing feedback of improvements / changes needed to support efficient operations processes.

• Financial Management: Will contribute to either direct or consolidated managed service agreements for the role’s specific areas of responsibility. Will ensure that monthly invoicing is closely tracked to ensure alignment with services delivered. Will continually seek to optimize processes and tools improve financial efficiency.

• Scaled Platform Operations: Ability to support > 1000 digital assets in a consistent manner with consistent quality of service. Establish service tiers as appropriate and ensure the elimination of unneeded infrastructure and process.   

• Hosting Services: Ensure that hosting providers have defined service expectations and deliver upon those expectations consistently and track availability to ensure compliance with contracted deliverables. Ensure lack of service availability beyond contracted requirements results in contract penalties and financial recovery.

• Operational continuous improvement: Establish Continuous improvement by making small, incremental changes to existing practices and delivering values that matter most.

• Monitoring: Establish standards and ensure compliance with standards across solutions. Partner with support teams to ensure L1-L4 requirements are incorporated in solution delivery.

• Cloudflare: Ensure that all WAF, DDOS, Rate Limiting and other associated protections are consistently applied across digital assets to ensure full value is achieved from Cloudflare and associated solutions.

• Incident Management & Recovery: Lead or assist in the response to security incidents, ensuring rapid containment, mitigation, and recovery. Lead troubleshooting during operational outages, guiding the team to diagnose and resolve issues quickly. Work towards system resilience and implement post-mortem analyses to identify root causes and prevent future incidents.

• Agile and Adaptability mindset: Ability to showcase flexibility to adapt to changing business environments and challenges.

BASIC QUALIFICATIONS

Education

Applicant must have a HS Diploma (or Equivalent) and 10 years of
relevant experience OR an associates degree with 8 years of experience
OR a bachelors with at least 5 years of experience OR Masters with at
least 3 year of experience, OR a PhD with 0+ years of experience in Information Management, Computer Science, Engineering or Technology Management preferred.

Experience/ Technical Skills/ Tools

• Service delivery experience, preferably in pharmaceutical industry.
• Technical support and operations management experience with proven track record of participating in robust, cost-effective, high-quality services for external and internal customers.
• Proven experience collaborating with and managing cross-functionals teams including business subject matter experts, technical experts and compliance teams for project execution.
• Strong analytical skills with demonstrated experience understanding business requirements, technical concepts and business processes.
• Strong knowledge of analytics, quantitative and problem solving skills to drive decisions for optimized solutioning.
• Strong working knowledge on MS Tools – Word, PowerPoint, Excel.
• Experience with JS, JS frameworks (one of React, Vue JS, Angular JS) PHP, Laravel & Drupal.

• Awareness of cybersecurity trends and hacking techniques.

• Strong attention to detail with an analytical mind and outstanding problem-solving skills.

• Demonstrated ability to effectively coordinate multiple priorities in a dynamic environment.

• Strong analytical, critical thinking, and troubleshooting skills.

• Excellent written, interpersonal and oral communication skills, communicate and liaise broadly across functions and the global organization.

• Ambition to learn and utilize emerging technologies while working in a stimulating team environment. Ability to adapt to changing working conditions and work assignments, to be open, and motivated to learn and adopt new ideas and concepts.

• Project Management.

• Knowledge of Cloud, Agile, DevOps, hosting, analytics and services technologies

• Able to work remotely with a team spanning many time zones
 

Certifications/ Training

PREFERRED QUALIFICATIONS

Education

Experience/ Technical Skills

• Understanding of commercial business process.

• Experience with AWS services, Cloudflare, Python, Terraform, GitHub and GitHub Actions is highly appreciated.

• Hands-on experience on CDN provider such as Cloudflare/Fastly/Akamai

• Knowledgeable on vendor negotiations and contract processes.
• Strong stakeholder management, facilitation, influencing and negotiation skills.

• Experience managing vendors and contracted resources in both a staff augmentation and outsourcing model.

Certifications/ Training

• Certifications such as CISSP, GSEC, CEH or CISM desired

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.