Tech MES L2-L3 Senior Support Engineer

GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. Getting ahead means preventing disease as well as treating it, and we aim to impact the health of 2.5 billion people around the world in the next 10 years.

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it's also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

Key responsibilities:

• Provide leadership and consultation on technical matters to a variety of development functions
• Address complex technical challenges and Improve existing software to fit unique customer needs and configurations
• Develop and deliver solutions and respond to more complex technical questions regarding the organization's product, system or service
• Analyze requirements and translate to technical requirements to develop proposals outlining how the organization's products and services can meet these needs and be integrated and implemented with the customer's technical infrastructure.
• Estimate the costs, resources, time, and technical requirements of modifying, configuring, and installing the organization's products and services to meet customer needs
• Apply software design theories and principles to complex work in research, design and development of new or existing products, tools and processes required for operation, maintenance and testing
• Liaise with hardware, software, and systems design engineers to ensure that products and services are modified, configured, and installed according to customer needs
• Maintain familiarity with architectural standards and vision, Business Unit IT Technology Roadmap, technical landscape, validation requirements, central service request processes, GSK policies, and other aspects of GSK environment
• Support Project Managers/Service Managers and the delivery team to design, develop and transition new applications into production, fostering and maintaining close links with infrastructure services colleagues
• Maintain awareness on development standards across peers by conducting regular workshops and training session (knowledge sharing)
• Provide expert technical support, including diagnosis and resolution of complex incidents, for Manufacturing Executions systems supporting the Vx manufacturing business, and ensuring adherence to agreed SLAs
• Provide support for unplanned application / service interruptions
• Provide status on ongoing issues in timely and professional manner
• Support for multiple business process areas and manufacturing sites
• Apply and adhere to GSK Standard Processes including embedding and adopting standard ways of working in accordance with Tech Quality Risk and Compliance policies
• Identify, prioritise and plan work to ensure that agreed resolution deadlines and agreed levels of service are met
• Work with 3rd level support providers (internal services and vendors) to ensure efficient remediation of underlying issues (database, network, operating system, patching)
• Independently prepare & deliver technical options/recommendations to ensure effective supportability
• Work with the Help Desk to ensure application knowledge scripts are current
• Perform, with the supervision of Support Manager or Product Manager/Director, root cause analysis and any subsequent solution delivery across all products

Why you?

Basic Qualifications:

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

• Bachelor's degree in Computer Science or Engineering
• 5 years of experience in software development of complex solutions in a large-scale organisation
• Experience creating production-ready technical solutions using innovative technologies
• Experience with agile/scrum techniques
• Understanding of the science/business processes, workflows, IT tools/applications and strategic goals of the business area to which the Support Engineer is aligned (manufacturing).
• Demonstrated success in executing Tech services to meet the needs of business within agreed SLAs, time and budget.
• 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 support outcomes (eg reduce ticket backlog) & manage client expectations
• Is familiar with the concepts, standards, technology, tools, processes, procedures, hardware, software and services in use for delivering information system services.
• Good English communication skills with the capability to listen and respond to stakeholders at various levels of the business organization.
• Has the ability to make appropriate technical analysis/decisions, initiating action to resolve operational issues.

Preferred Qualifications:

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

• Master's degree in Computer Science or Engineering
• Effective time management skills
• Ability to collaborate across matrixed organizations
• Strong written and verbal communications skills
• Incident / ticket management (Experience with ServiceNow will be additional advantage)
• Experience with Manufacturing Execution Systems
• Experience with Automation Systems
• Enterprise scale transactional systems (SAP, Salesforce, ...)
• Trained on Privileged Access Management
• French, German or Italian language
• Change control & staging to production
• Problem management & Root Cause Analysis
• Change & Release management
• Experience/Knowledge about Siemens Opcenter Execution Pharma, SQL, VBS, Windows Server, AD, Windows Services
  Benefits:
  • Career at one of the leading global healthcare companies
  
  • Attractive reward package (competitive salary, annual bonus & awards for outstanding performance, recognition awards for additional achievements and engagement, holiday benefit
  
  • Possibilities of development within the role and company's structure
  
  • Life insurance and pension plan
  
  • Open and inclusive environment which is supportive and welcoming of all diversity strands (gender, race, ethnicity, sexuality, disability, or any other characteristic)
  
  • Private medical package with additional preventive healthcare services for employees and their eligible counterparts
  
  • Sports cards (Multisport)
  
  • Personalized learning approach and external trainings
  
  • Extensive support of work life balance (flexible working solutions including working from home possibilities, health & wellbeing activities)
  
  • Supportive community and integration events
  
  • Modern office with creative rooms, fresh fruits everyday
  
  • Free car and bike parking, locker rooms and showers#LI-GSK
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Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it's also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

If you require an accommodation or other assistance to apply for a job at GSK, please contact the GSK Service Centre at US Toll Free) or outside US).

GSK is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.

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