Service Manager/SLM (MES)

Responsibilities:

- Provide expertise to incident, problem management, change, release and configuration management according to ITSM

- Ensure operational stability and effectiveness of IT systems through appropriate application management, monitoring and support

- Provide configuration, adaptation, scripting and testing expertise to maintain and enhance solution according to business needs

- Deploy application deployment packages from software vendor to application environment via change management process

- Contribute to knowledge management and ensure quality of knowledge, including solution documentation and knowledge base

- Maintain GxP systems in validated state, according to Computer Systems Validation (CSV) policy and procedures

- Collaborate with delivery partners and facilitate cross-functional experts to deliver a particular service where required

- Maintain a good understanding of business processes and context in which the IT services are consumed within the PT space, such as manufacturing, quality, supply chain and engineering

- Apply knowledge of systems, tools and problem solving skills in the respective domain

- Maintain good working knowledge of products, both commercial off-the-shelf and proprietary solutions used in the respective domains. These include data historian, Manufacturing Execution System (MES) and system and equipment interfaces

- Handling technical and functional incidents related to supported service/application in accordance to Incident Management Guideline throughout all stages of their lifecycle (this includes proper incident logging, categorization, prioritization, functional or hierarchical escalation, investigation & diagnosis, resolution & recovery, closure).

Requirements:

- Depth of subject matter expertise, complexity of solution landscape, mission-criticality and service levels of solutions, service delivery model and stakeholder landscape vary according to the seniority level

- ITIL V3/V4, certification is an advantage

- Bachelor's degree in computer science, information systems or a related study (or equivalent project-related experience).

- A minimum of 5 years of experience in IT

- 3 years of relevant experience as Support Specialist in related industry.

- Experience in one or more domains: packaging,manufacturing,supply chain, engineering in Pharma/life sciences industry.

- Working knowledge of Computer Systems Validation (CSV) and GxP

- Responsible for providing reliable delivery of IT services based on IT Service Management (ITSM) processes