Job Details

Title: IT Support Lead - II
Duration: 9 months
Location: 2400 Broadway Avenue, CA 90404

Description:
* Responsible for the delivery of global, site-specific, and compliant IT solutions within the TechOps IT portfolio and provide operational support.
* Ensure delivery of IT solutions to QC labs, R&D labs, and manufacturing.
* Perform installation, configuration, support, and administration of computer systems and lab instruments in a regulated GMP environment.
* Provide maintenance and support requests to address IT operational issues on assigned technologies, following established processes and procedures.
* Collaborate with business groups, vendors, and cross-functional teams to deliver innovative, scalable, and compliant IT solutions.
* Document user and functional requirements.
* Support IT architecture by working closely with enterprise architects and following established guidelines. Present solutions' architecture the architecture review board.
* Design and implement site specific, regional, global, enterprise, and other IT solutions. Author detailed design specifications, architecture and data flow diagrams.
* Author and execute test scripts. Work with vendors and quality teams on authoring and execution of IQ/OQ/PQ to qualify IT solutions.
* Follow SDLC, PMM, Agile and other methodologies for projects and systems delivery.
* Work closely with project managers and the PMO on scheduling and monitoring progress of initiatives. Provide project tasks estimates Contribute to the discussions about resource allocation and capacity planning.
* Address project constraints, including risks and issues. Follow project change control for managing scope and schedule.
* Collaborate with internal & external stakeholders to diagnose and resolve IT issues.
* Ensure the availability and functionality of both hardware and software systems for daily operations, providing technical support on-site or remotely when necessary.
* Manage changes in accordance with GxP and IT change control processes, ensuring SLAs and KPIs are consistently met.
* Stay aligned with domain architecture teams to ensure global consistency, influencing changes to standards when needed.
* Document process steps and systems enhancements required to support process
* Engage with internal clients and stakeholders to address issues with quality and manufacturing systems.
* Analyze security protection technologies, adhering to Corporate IT security policies and guidelines.
* Develop a deep understanding of the business processes and all applicable procedures
* Foster strong relationships with clients and stakeholders.
* Ensure alignment between manufacturing sites and corporate IT for global consistency.

Qualifications:
* Experience with quality labs and manufacturing instruments, IT solutions, operating systems, security concepts, infrastructure, and systems' configurations and customization.
* Previous experience working in a GxP environment supporting biotech/pharma technology solutions.
* Strong knowledge of commissioning, qualification, and validation processes.
* Experience with system integration and the ability to engage with stakeholders at all levels in an international environment.
* Demonstrated ability to work under indirect supervision and managing multiple competing priorities concurrently.
* Strong planning and execution skills, with a systematic approach to problem solving.
* 5-7 years of experience related to IT systems management, IT operational support or other information technology solutions roles, ideally in an international setting.
* Excellent oral and written communication skills.
* Strong analytical and problem-solving skills.
* High attention to detail in both technical and administrative tasks.
* Broad knowledge of IT topics, with proficiency in working in a secure network environment.
* Resilience and adaptability to perform effectively in an ambiguous and high-pressure environment.
* Honest and credible, and effective in communication.

Preferred Qualifications:
* BS degree in Information Technology, Computer Science, or relevant field
* Proven work experience (3+ years) in IT supporting business operations
* Experience in a strongly regulated GxP environment, preferably pharmaceuticals
* Good understanding and knowledge of computer systems, mobile devices, networks, and other technology products
* Ability to diagnose and troubleshoot basic technical issues
* Familiarity with remote desktop applications and help desk software
* Excellent problem-solving and communication skills
* Ability to troubleshoot complex software issues and provide step-by-step technical help, both written and verbal
* Good time management skills, interpersonal skills, and the ability to think critically
* Resilient with the ability to perform in an ambiguous environment and under pressure
* Versatile with the ability to deliver against strongly regulated requirements
* Consistent excellence in both planning and execution

Experience and Education:
* Master's degree in Computer Science or Information Systems and 8+ years of industry experience OR
* Bachelor's degree in Computer Science or Information Systems and 10+ years of industry experience OR
* Associate's degree in Computer Science or Information Systems and 12+ years of industry experience