Job Description

ROLE SUMMARY

We are seeking a highly motivated individual to join the Global Digital Operations team (within Pfizer’s Platform DevOps organization) as a Manager, Support Software Engineer.

The Platform DevOps org. is 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 Pfizer customers.

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 Manager, Support Software Engineer will work closely with Customer Application Delivery teams to learn about and contribute to the product roadmaps, implement and coordinate releases of bug fixes, enforce and contribute to platform/development guidelines, and help remove technical delivery roadblocks. The role will collect and provide operational feedback to Global Support (L1/L2), Application & Platform Engineering teams, and Enterprise Architecture to drive continuous improvement initiatives, ensuring our solutions are supported with the highest level of customer satisfaction.

Additionally, the Manager, Support Software Engineer will be responsible for the continuous knowledge transfer processes between the web application development teams and the vendor support teams to ensure success and stability of customer facing applications.

ROLE RESPONSIBILITIES

With little oversight this role will:

• Investigate critical/escalated issues (including triaging and root cause analysis) and coordinate resolution with other support/development teams when necessary.
• Oversee and guide support & operational activities performed by managed service providers and other external vendor resources.
• Design/implement operational efficiency solutions per platform coding standards and quality.
• Represent Global Digital Operations on key delivery programs and be an ambassador of Platform DevOps technical offerings, services, and standards.
• Partner with delivery and engineering leads to define and implement supportability requirements.
• Coordinate tasks and drive actions across teams within Pfizer and with external partners in a global environment.
• Apply technical and project management skills to lead projects to successful completion.
• Communicate the planning and progress of support & ops activities to key stakeholders and leadership.
• Manage data collection efforts for periodic and ad hoc requests and provide analysis as needed.
• Support compliance related activities including audits, inspections, and preparation.
• Participate in budgeting and forecasting.
• Create, update and maintain project documentation.

BASIC QUALIFICATIONS

• Bachelor’s degree required, preferably in a Computer Science or Business Management field.
• 5+ years of experience in a corporate setting with an emphasis on DevOps, application development and/or application support.
• Experience with Adobe Workfront, Fusion and Experience Manager.
• Knowledge of software engineering concepts (e.g., design patterns, coding standard, code reviews, source control management, build processes, testing, and releasing)
• Knowledge of Agile development methodologies (e.g., Scrum, Kanban).
• Excellent oral and written English communication skills.
• Strong interpersonal, customer service, and relationship competencies.
• Demonstrated knowledge or experience in IT support, Programming and/or Software Development Lifecycle management.
• Strong technical troubleshooting skills.
• Excellent organizational and time management capabilities. Ability to multi-task, plan, organize and effectively execute tasks and projects.
• Curiosity and willingness to learn, 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 customers and teammates.
• Good working knowledge of MS Office product suite, including MS Word, Excel, and PowerPoint.
• Ability to adapt to new work assignments, flexibility, and willingness to work with a global team across regions and time zones.

PREFERRED QUALIFICATIONS

• Adobe Analytics experience is a plus.
• Experience in any key programming language like JAVA, PHP, Python is a plus.
• Laravel development experience is a plus.
• Drupal development experience is a plus.
• Python development experience isa plus.
• VueJS or GrapesJS development experience is a plus.
• Basic knowledge of AWS infrastructures is a plus.
• Basic knowledge of versioning systems (preferably Git), continuous integration/deployment, automated testing is a plus.
• Experience in developing microservices is a plus.

 
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