As the Associate Director - Product management - Outsourced Applications for CMC chemistry manufacturing and controls and Labs you will own day to day support activities that keep our IT products dependable and our users productive across GSK s pharma operations You will collaborate closely with product owners engineers strategic partners validation QA and business stakeholders to resolve incidents streamline processes and implement optimizations You will support delivery of product roadmaps simplify the IT landscape through planned decommissions and protect business continuity by maintaining robust application recovery and disaster recovery strategies You will capture and share learnings to prevent recurrence We seek clear communicators who coach others bring curiosity and drive practical maintain audit readiness This role offers strong growth visible impact and the opportunity to combine science technology and talent to help get ahead of disease Key Responsibilities Own service design service transition vendor management and the product lifecycle providing clear timelines regular status updates and proactive stakeholder communication Responsible for delivering the product life cycle roadmap for R D Tech CMC and Lab solutions ensuring alignment with business priorities Coordinate cross functional incident response engineering ITSM service desk QA infrastructure cyber security and vendors and lead resolution or protected workaround implementation Maintain and improve support runbooks knowledge articles escalation paths and on call rotas to ensure consistent auditable service Operate and mature ITSM processes incident problem change release request configuration management for the product ensure SLAs OLAs are met and CMDB CIs are accurate Monitor support metrics and KPIs MTTR incident volumes by severity repeat incidents SLA attainment CSAT identify trends and present clear actionable insights to product and business stakeholders Lead post incident reviews root cause analysis and drive durable process or product changes to prevent recurrence ensure follow up actions are tracked and closed Support product lifecycle activities including release coordination GxP validation artefacts review DevSecOps monitoring go live readiness and decommissioning support as required Collaborate with Product Owners on backlog prioritization driven by operational risk user impact and regulatory requirements Coach and mentor junior support staff act as escalation point for complex or high impact issues and guide effective stakeholder communications Manage relationships with third party vendors for support escalations contract fulfilment and performance management Contribute to continuous improvement initiatives across support deployment and product stability practices Mandatory Domain Technical Experience Pharma IT Overall experience required for the roll is 15 years but Minimum 6 years experience in product technical or application support within pharma or regulated healthcare environments demonstrated understanding of pharmaceutical business processes in R D Scientific Early Science area is required Experience in supporting LIMS ELN scientific data lakes CMC chemistry manufacturing and controls lab information systems LIS LIMS and related scientific platforms Proven experience supporting physical lab systems OT and EDGE devices with strong knowledge of applicable regulatory requirements Strong ITSM experience practical use and process ownership of incident problem change release request and configuration management in regulated environments Hands on experience with ServiceNow or equivalent ticketing ITSM platforms is mandatory Product lifecycle management exposure involvement in release management validation CSV activities IQ OQ PQ go live readiness and decommissioning of regulated IT systems Vendor Governance Manage relationships with external vendors partners to ensure service delivery continuous improvements compliance performance and risk mitigation Define and monitor service level agreements SLAs key performance indicators KPIs and vendor contracts Collaborate with cross-functional teams to optimize vendor management processes and drive operational efficiency DevSecOps DevSecOps Implement secure coding practices CI CD pipelines and vulnerability management to reduce risks Collaborate with cross functional teams to drive automation security and reliable delivery Budget Planning and driving cost efficiency Manage budgets track spending and identify cost-saving opportunities Collaborate on financial planning and resource allocation Lead initiatives to improve productivity and optimize costs Product management collaboration proven ability to work closely with product managers on prioritization operational requirements and lifecycle decisions Regulatory quality awareness working knowledge of GxP requirements like 21 CFR Part 11 data integrity principles and experience interfacing with QA for compliant support and change control Cloud SaaS and integrations experience supporting cloud platforms SaaS products and integrations APIs and understanding of implications for controlled validation and change processes Monitoring observability hands on experience with monitoring logging or observability tools to diagnose and trend operational issues Incident response RCA demonstrated ability to lead multi team incident responses and run effective post incident reviews root cause analysis Communication stakeholder management strong English written and verbal skills for global collaboration across IT business strategic partners and QA teams Familiarity with ServiceNow in a regulated environment ITSM CMDB ITOM DevSecOps AIOps Experience with tools such as ServiceNow Power BI Aha JIRA and Azure DevOps ADO AIOps Awareness of and hands on experience implementing AIOps solutions to drive efficiencies and optimizations in IT operations Strong knowledge of SAFe agile delivery including PI Planning and release management Basic Qualifications Bachelor s degree in engineering computer science life sciences or equivalent practical experience Overall experience required for the roll is 15 years but Minimum 6 years relevant experience in product technical or application support roles with at least part of that in pharma life sciences Must be based in India this role is hybrid with a mix of office and remote work as agreed with the team Preferred Qualifications Prior experience coaching or leading a small support team Certifications ITIL v3 v4 mandatory preferred Agile certifications Agile Scrum exposure desirable Hands-on use of monitoring logging or observability tools Familiarity with regulatory or quality standards in healthcare or life sciences Experience with specific pharma systems Clinical Safety Regulatory domains is a plus Comfortable working in a matrixed cross functional global organization Experience with automation for incident detection automated runbooks or self service support enhancements What You Will Gain Opportunity to grow both technical and leadership skills within a global regulated pharma IT environment Work with motivated colleagues across product engineering QA and business teams and influence product quality and user experience at scale Visible impact on reliability and operational excellence that supports GSK s mission to help people do more feel better and live longer Inclusive culture and professional development opportunities Why GSK Uniting science technology and talent to get ahead of disease together GSK is a global biopharma company with a purpose to unite science technology and talent to get ahead of disease together We aim to positively impact the health of 2 5 billion people by the end of the decade as a successful growing company where people can thrive We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines We focus on four therapeutic areas respiratory immunology and inflammation oncology HIV and infectious diseases - to impact health at scale People and patients around the world count on the medicines and vaccines we make so we re committed to creating an environment where our people can thrive and focus on what matters most Our culture of being ambitious for patients accountable for impact and doing the right thing is the foundation for how together we deliver for patients shareholders and our people Inclusion at GSK As an employer committed to Inclusion we encourage you to reach out if you need any adjustments during the recruitment process Please contact our Recruitment Team at to discuss your needs Important notice to Employment businesses Agencies GSK does not accept referrals from employment businesses and or employment agencies in respect of the vacancies posted on this site All employment businesses agencies are required to contact GSK s commercial and general procurement human resources department to obtain prior written authorization before referring 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