Sr. Associate - Service Reliability Engineer
Pfizer Inc.
Thessaloniki Chortiatis, Greece
Job posting number: #7135268 (Ref:pf-4880820)
Posted: March 21, 2023
Application Deadline: Open Until Filled
Job Description
Why Patients Need You
Technology impacts everything we do. Pfizer’s digital and ‘data first’ strategy focuses on implementing impactful and innovative technology solutions across all functions from research to manufacturing. Whether you are digitizing drug discovery and development, identifying solutions, or making our work easier and faster, you will be making a difference to countless lives.
We are seeking a highly motivated, technically curious individual to join the Global Digital Operations team (within Pfizer’s Platform DevOps organization) as a Service Reliability Engineer
The Platform DevOps team are accountable for the platforms at Pfizer that allow the creation, configuration, launch, and support of all externally facing digital (web, mobile, omni-channel, & device) products, services, and experiences, servicing all external customer types at Pfizer.
The Support and Operations organization works within an Agile Culture with a DevOps mindset of Continuous Improvement. It will be critical for the individual in this role to align to both the framework and the culture of the organization and seek to continuously optimize and automate processes within the “Shift-Left” model established by our team.
The Service Reliability Engineer will be responsible for the operation and maintenance of our front-end, L1 (Request Review & Routing) systems and processes.
This role will manage the L1 infrastructure and tooling, participate and contribute as a team member, collaborate with other support teams, drive continuous improvement, and ensure our L1 solutions provide the highest level of customer satisfaction.
ROLE RESPONSIBILITIES
With some oversight this role will:
Provide oversight and governance for L1 activities performed by managed service providers and project teams.
Assume responsibility for the L1 tooling and infrastructure.
Be the first-line Pfizer escalation path for L1 service issues.
Provide data, reports, and services supporting compliance (including audits), project teams, and improvement initiatives as well as managing the standard service and SLA reporting.
Apply technical and management skills to drive service improvements, remediations, and extensions.
Participate in budgeting, forecasting, contract and license reviews and renewals.
Maintain operational service documentation.
Play a lead role in Administering our ticket management system, Zendesk.
Develop and implement Continuous Improvement opportunities related to incident management, service request fulfillment, tooling and reporting.
Qualifications
Must-Have
Bachelor’s degree required, preferably in a Computer Science or Business Management.
3+ years of experience in a corporate setting with an emphasis on service management or application support.
Excellent oral and written English communication skills.
Strong interpersonal and customer service skills.
Demonstrated knowledge and/or experience in IT support, Programming/Development or Service Management.
Strong technical and troubleshooting skills.
Excellent organizational and time management capabilities.
Curiosity and a willingness to learn, and the 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 customers and teammates.
Working knowledge of the MS Office suite, including Teams, Word, Excel, SharePoint, and PowerPoint.
Ability to adapt to new assignments, flexibility and willingness to work in a global team across regions & time zones.
Nice-to-Have
Service Management (e.g. ITSM, OSOM) or Agile certifications.
Experience with ZenDesk, JIRA, Service Manager or other enterprise class ticketing systems.
SmartSheet or Tableau experience is a plus.
Experience with Web Hosting Platforms and products such as; Drupal, AWS, Laravel, Cloudflare, Cloudfront.
Experience with Alerting and Alarming systems such as; New Relic, Wormly, Xmatters, and Pager Duty.
Knowledge of Cloud and SaaS concepts and products.
Able to work remotely with a team spanning many time zones.
LI#PFE
Purpose
Breakthroughs that change patients' lives... At Pfizer we are a patient centric company, guided by our four values: courage, joy, equity and excellence. Our breakthrough culture lends itself to our dedication to transforming millions of lives.
Digital Transformation Strategy
One bold way we are achieving our purpose is through our company wide digital transformation strategy. We are leading the way in adopting new data, modelling and automated solutions to further digitize and accelerate drug discovery and development with the aim of enhancing health outcomes and the patient experience.
Flexibility
We aim to create a trusting, flexible workplace culture which encourages employees to achieve work life harmony, attracts talent and enables everyone to be their best working self. Let’s start the conversation!
Equal Employment Opportunity
We believe that a diverse and inclusive workforce is crucial to building a successful business. As an employer, Pfizer is committed to celebrating this, in all its forms – allowing for us to be as diverse as the patients and communities we serve. Together, we continue to build a culture that encourages, supports and empowers our employees.
Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer.
