Tech & Data & Cyber Operations Expert

• Location: Hyderabad
• Job type: Full time

About the job

At Sanofi Consumer Healthcare, we have one shared mission – we work passionately, every day, to ‘serve healthier, fuller lives’ now and for the generations to come.

In order to do so, we strive to act as a force for good by integrating sustainability along our business and employees’ mission and operate responsibly from both a social and environmental point of view.

Everything we do is centered around people’s interests – our consumers, our customers, healthcare professionals, and our employees – across the world.

We are building loved brands that serve 1bn consumers worldwide, through our key platforms: Allergy, Physical & Mental Wellness, Pain, Digestive Wellness and Cough, Cold & Flu.

We aspire to become the best Fast Moving Consumer Health (FMCH) company In & For the world and we aim to build a work environment where people can thrive, grow, enjoy and be at their best.

Our Team:

Our team is engaged in designing, delivering and supporting Digital Tech Services for all CHC worldwide.

We deliver our solutions in a highly competitive market answering FMCH needs and sometimes supporting regulated environments (GxP, SoX and other regional or local regulations).

Our team operates in an international context, serving all markets in most of the countries around the world.

Digital Tech & Architecture team encompasses following capabilities: Integration, Enterprise Architecture, Operations, Cloud engineering, Platform Engineering (e.g. DevOps & related framework), Enabling Platforms (ServiceNow, Observability, Chatbots, RPA, …), Digital Workplace, ERP platform, SalesForce platform and infrastructures (Cloud hosting, network, servers, …).

As Operations Lead for Tech, Data and Cyber, you’ll be the main point of contact between Tech, Data & Cyber organizations and the provider(s) for the following processes: Incident Management (Service Desk, L1, L2, L3), Problem Management, Change Management, Configuration Management (CMDB), Application Portfolio Management (APM), Service Level Management and Knowledge Management.

With an overall mission of:

• Preventing issue recurrence
• Minimizing business impact of incidents
• Facilitating resolution and communications

Main responsibilities:

Part of the Business-oriented “Ops Command Center”, you will be driving the following aspects in this role:

• Ensure full continuity of the support processes, end to end
• Manage escalations for critical incidents involving critical apps (i.e. “P1”), ensuring coordination, facilitation and stakeholders communication
• Ensure end to end problem solving methodologies are applied and root cause properly removed following up the properly execution of the actions plan associated.
• Educate and train internal teams on problem solving methodologies and develop a culture of continuous improvement mindset
• Similarly for external partners, ensure an adequate focus on problem solving and eradication of recurrent incidents and implementation of action plans followed up by KPIs
• Ensure data entry and reliability in CMDB – currently in ServiceNow - and report on it to Digital owners
• Ensure data entry and reliability in APM – currently in ServiceNow - and report on it to Digital owners
• Report monthly on Operations effectiveness through approved KPIs (# of incidents, Time To Resolve, Customer Satisfaction Surveys, adherence to SLAs, …) with a focus on your Digital stakeholders (Tech, Data & Cyber)
• Establish partnership (reporting, control SLA, change management, …) with our Managed Services providers (Service Desk, On-site support, Infrastructure Managed Services or other factories / CoE)
• Be the Operations expert for Tech, Data & Cyber domains and establish partnership to bring them value - thanks to all the above - to facilitate management & improvement of their applications & services
• Partner with “Ops Enablement” team to bring key insights to Digital stakeholders (less reliable apps, actions to take & progress, risks in the landscape, performance of the operations, …)

About you

• Experience:
  • Solid knowledge & 5-10 years experience in managing Operations services (e.g. IMS, AMS, Service Desk, ITIL stack, …)
• Technical skills:
  • Expertise in ITIL v4 framework (incl. support model, service management, CMDB, APM, …)
  • Advanced knowledge of ServiceNow platform (capabilities, way it works, usage, …)
  • Good understanding & experience on Infrastructure & Applications/platforms technologies, especially integration such as Tibco TCI and Informatica IICS
  • Good knowledge in SAP in order to support Operations for Polaris platform (CHC ERP on SAP S/4HANA)
  • Knowledge on lean approaches & problem-solving methodologies (six sigma, A3, 8D, 5W2H…) with focus on continuous improvement
  • Ability to deep dive on data to understand the cause and effect of different situations
  • Familiarity with Cyber Security eco-system (firewalling, access management, antivirus, …)
  • Familiarity with Data eco-system (Snowflake, datalake concepts, PowerBI, …)
  • Familiarity with Cloud platforms (AWS, Azure)
  • Familiarity with DevOps and SRE (Site Reliability Engineering) concepts
  • Ability to deep dive in technical aspects
• Soft skills:
  • Curious, open-mindedness, think « out of the box »
  • Agile and continuous improvement mindset
  • Ability to talk to Business and adapt “tech” language to this audience
  • Critical-thinking and root-cause-analysis
• Education:
  • Graduate in Digital Technologies
• Languages:
  • Fluent in English

Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.

At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!