Manager, Web Applications Support Software Engineer

ROLE SUMMARY

We are seeking a highly motivated individual to join the Global Digital Operations (GDO) team as a Manager at the position of Web Application Support Software Engineer.

GDO is part of the Platform DevOps (PDO) organization in Pfizer Digital. PDO is creating and maintaining the Pfizer Digital Platforms, which are used to build and operate all externally-facing Pfizer Applications (e.g. websites, mobile apps, complex systems, etc.). The purpose of these Platforms is to achieve increased efficiency and sustainability in the Delivery and Operations of the Pfizer Applications by using shared tech stack, streamlined processes and common best practices. GDO is responsible for providing the Support and Operations for the aforementioned Digital Platforms and Applications so as to ensure their flawless functioning and quick recovery. To this end, GDO establishes all the necessary resources and means to devise, set up and execute the appropriate preparedness and response measures and activities.

Among the various types of Platforms/Applications covered by GDO, this role focuses on the Support of Web Applications. During the Design/Development of a Web Application, the Support Software Engineer will closely collaborate with the Application’s Delivery Team, in order to acquire thorough technical knowledge of the Application, offer guidance for the optimal use of the Platforms’ ecosystem, remove any roadblocks, timely identify and remediate any Operations risks, confirm that the Support requirements are met, enrich the Support documentation, and prepare the onboarding to Support (GDO). Furthermore, the Web Application Support Software Engineer will implement fixes and coordinate the resolution of any Production issues (bugs/defects), implement/configure solutions for automated monitoring/testing of the Applications’ performance, collect any learnings updating the Support Knowledge Base, and liaise with the related teams (e.g. Platforms and Delivery Teams) to exchange feedback based on the daily experience.

GDO runs within a DevOps framework based on Agile principles. In addition, GDO fosters a Continuous Improvement culture: our team strives to maximize the quality of its services by optimizing/automating its processes, taking Shift-Left initiatives, setting up synergies with the various Stakeholders and investing on operational efficiency, aiming at Application Support excellence and top Customer satisfaction. Hence, it will be critical for the success of this role to be aligned with the GDO mindset and demonstrate respective qualities and capabilities. Furthermore, the job holder needs to be exposed and get familiar with the broad Pfizer Digital ecosystem of technological solutions and services.

ROLE RESPONSIBILITIES

With some oversight this role will:

• Respond effectively and timely to Incidents (Incident Management) for the supported Applications, i.e. perform issue investigation (triaging and root cause analysis) and end-to-end resolution (bug fixing at Application side and coordination with the Support/Delivery Teams of the Application’s dependencies).
• Identify risks for the normal functioning of the Applications or the efficiency/effectiveness of the Support team and devise preparedness measures to manage these risks (Problem Management, Incident prevention).
• Engage in the Delivery process of Web Applications to obtain deep knowledge of the technical implementation, advise on best practices, and assist with engineering issues.
• Represent GDO on key Delivery projects and be an ambassador of Platform DevOps technical offerings, services, and standards.
• Enable the smooth transition of new Web Applications from the Delivery team to the responsibility of Support.
• Run the day-to-day collaboration/coordination activities across Pfizer Digital from the side of Web Application Support.
• Communicate the planning, progress (status updates) and the outcomes of the Support & Operations activities and collect the Stakeholders’ feedback.
• Contribute to the design/implementation of automation solution to increase the efficiency and effectiveness of the Web Application Support activities.
• Produce, organize, and maintain documentation.
• Contribute to the Continuous Improvement endeavor, focusing on efficiency, sustainability, effectiveness, and consistency.
• Suggest KPIs for the quantitative assessment of the Support & Operations activities.
• Manage data collection, processing and analysis and produce reports.
• Oversee and guide Support & Operations activities performed by managed service providers and other external vendor resources.

BASIC QUALIFICATIONS

• Bachelor’s degree required, preferably in Computer Science, Engineering, or related field.
• 5+ years of experience in a corporate setting with an emphasis on DevOps, application development and/or application support.
• Demonstrated knowledge in Web Programming using PHP, Laravel.
• Demonstrated knowledge in Web Programming using HTML, CSS, and JavaScript.
• Demonstrated knowledge in SQL-based Databases (e.g. MySQL).
• Basic knowledge of code engineering concepts (e.g. design patterns, coding standard, code reviews, source control management, build processes, testing, and releasing).
• Basic knowledge of Agile development methodologies (i.e., Scrum, Kanban).
• Knowledge of Software Development LifeCycle (SDLC) management concepts and principles.
• Excellent oral and written English communication skills.
• Strong interpersonal, customer service, and relationship competencies.
• Strong troubleshooting skills and solutions mindset. 
• Excellent organizational and time management capabilities. Ability to multi-task, plan, organize and effectively execute tasks and projects.
• Curiosity and willingness to learn and utilize emerging technologies, and ability to quickly develop new technical and functional competencies.
• Ability to work both independently and as a member of a team, earning the trust both of teammates and related stakeholders.
• Ability to adapt to new work assignments, flexibility, and willingness to work with a global team across regions and time zones in a corporate setting.

PREFERRED QUALIFICATIONS

• Python development experience would be a plus.
• Drupal development experience would be a plus.
• Basic knowledge of AWS infrastructure and features would be a plus.
• Experience with versioning systems (preferably Git), continuous integration/deployment, automated testing would be a plus.
• VueJS or GrapesJS development experience would be a plus.
• Experience in developing microservices would be a plus.
• IT Security experience would be a plus.
• Basic knowledge of Risk Assessment and Management principles would be a plus.

 
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