Senior Product Support Engineer

Safety and Signal Management

GSK Poznan Tech Hub
Online interview
Employment contract
Remote possible
Paid vacation

Project description

As Senior Product Support Engineer for Safety and Signal Management you will manage the provisioning of IT support services for a portfolio of IT applications or services and staff required (globally/locally) to achieve this. Your primary goal will be to ensure that the levels and quality of IT service delivery are achieved in accordance with the agreed targets.

This role will provide YOU the opportunity to lead key activities to progress YOUR career. These responsibilities include the following:

  • Service Management and Governance of the applications in this area
  • Ownership of product/application whilst within maintain and decommission phases of lifecycle
  • Demand Management to ensure that we work on the highest value items first
  • Availability Management to ensure we have negotiated downtime and rapid response to issues
  • Vendor and Business Relationship Management – liaison with application vendors and the business to ensure support services (and licensing) are suitable and are maintained
  • Decommissioning to simplify environment
  • Service Improvement – identification of improvements and innovative solutions that can be applied across Tech departments to lower costs and provide value
  • Problem Management – root cause analysis and solution delivery
  • Support Strategy – maintain product backlog and future direction of product lines and continually assess impact on support demand and requirements. Working closely with Product Director, determine, document and agree support models and service level requirements for new products/applications
  • People Management – provides leadership, support direction and GSK process knowledge/expertise to support teams composed of GSK strategic partners and software vendors

Who we're looking for?

Basic Qualifications:

We are looking for professionals with these required skills to achieve our goals:

  • Basic understanding of the science/business processes, workflows, IT tools/applications and strategic goals of the aligned business area
  • Demonstrated experience of successfully managing within the offshore environment and working with offshore vendors
  • Demonstrated success in managing IT services and projects to meet the needs of business within agreed SLAs, time and budget
  • Demonstrates an understanding of Agile practices
  • Demonstrated up to date knowledge of service operations policies, processes, procedures for service delivery, and reporting procedures
  • Demonstrates an understanding of service definition and process improvement methodologies
  • Can demonstrate client management skills having the ability to drive outcomes & manage client expectations
  • Is familiar with the concepts, standards, technology, tools, processes, procedures, hardware, software and services in use for delivering information services
  • Excellent communication and presentation skills with the capability to listen and influence stakeholders at all Levels
  • Has the ability to make appropriate technical analysis/decisions, initiating action to resolve operational issues
  • Degree in Computer or Information Science or relevant experience.
  • ITIL Service Management foundation

Preferred Qualifications:

If you have the following characteristics, it would be a plus:

  • Application Development
  • Application Operations
  • System Architecture
  • Service Management
  • Business Analysis
  • VFQ and/or Agile

How we manage our projects?
Scrum, Agile, Kanban
Who makes architectural decisions?
Team and tech leads
Who makes technology stack decisions?
Project management software
JIRA, Microsoft Teams, Azure Devops
How we code?
Version control
Style guide
Code review
Static code analysis
Code metrics
Knowledge database
How we test?
Unit tests
Integration tests
System tests
Performance tests
Manual testing
Test automation
Additional monitor
Personal container
Operating system
Work environment
Tech supervisor
Open space
Flexible working hours
  • Healthcare package
  • Healthcare package for families
Leisure package
  • Leisure package
  • Hot beverages
  • Fruits
  • Snacks
  • Trainings
  • Car parking
  • Bicycle parking
  • Chill room
  • Integration events

Our company

GSK Poznan Tech Hub

Poznań 750
Tech skills
  • Node.js
  • JavaScript
  • Java

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