Description

- Strong knowledge and experience on ITIL Process and methodologies and ITSM ticketing tool for automation. Certification in ITIL is a must
- Experience in service management of Quality and Manufacturing applications of at least 2 from the following – Labware LIMS, EBPR PAS-X, Chromeleon, CDAS
- Experience working for Pharma customer in a GxP regulated environment with positive understanding of pharma application life cycle methodology
- Planning, Scheduling, Tracking and Weekly status reporting to Customer and senior management
- Excellent in communication and stakeholder management including vendor management
- Ability to work with cross functional teams in a challenging environment
- SLA & Quality metrics reporting and adherence, Identifying continuous improvement initiatives and taking it to closure
- Experience in a managing a team of 15 – 20 people in managed services including mentoring, people and escalation management
- Weekly and monthly analysis of tickets, draw insights, repeated patterns and arrive at actions to reduce recurrence and ticket optimization
- Knowledge of Infra, capacity management, vulnerabilities etc. for applications being supported in production
- Manage application maintenance outsourcing & software contract agreements; Implement and monitor standards around scope management, financial management, service level agreements(SLA), ensure compliance to mitigate risk, increase service/business Impact & reduce costs
- Experience in driving automation initiatives in production support and maintenance environment




- Knowledge of Credit / Penalty including ARC / RRC pricing for application maintenance support
- Business case preparation and business value articulation of initiatives that impacts productivity
- Knowledge of Global Regulatory requirements ( 21 CFR Part 11, GAMP 5, EU Annex 11, etc) will be required
- Ensure adherence of team members with all compliance programs and company policies/procedures (SOPs)
- Ability to understand and enforce the Quality Expectations

Availability and flexibility to manage Major incidents, perform root cause analysis and problem management

Enable Skills-Based Hiring No ECMS REQ IDAdditional Details

- ECMS REQ ID : 580409
- Project Location 1 : MAH | Navi Mumbai
- Project Location 2 : (No Value)
- Project Location 3 : (No Value)
- Project Location 4 : (No Value)
- Delivery SPOC : Vijaya Kumar S
- Relevant Experience : 12 - 15 years of relevant experience
- Mandatory skills : a) ITIL process, service managementb) Managing critical Quality and Manufacturing applications in Pharma like LIMS, EBPR PAS-X, CDAS, Chromeleonc) Pharma GxP knowledge
- Desired skills : Good Understanding of GxP process in Pharma industry.ITIL certificationInfra support knowledge
- Domain (Industry) : Life science Pharma
- BGC (Before onboarding / After onboarding) : PostOB
- Total Experience (Ex. 5-7 Years) : 12 – 15 years of experience
- BGC Details : Infosys standard checklist
- BGC Vendor : NASSCOM vendor
- Mode of Interview : Face to Face
- WFO / WFH / Hybrid : WFO
- Please enter shift timings : General Shift – (9 Am to 6 Pm)
- Shift Timings : General

📌 580409 - LS-ADM - Service Manager / Project Manager - Mumbai (India)
🏢 Trigent Software
📍 India