ROLE SUMMARY

Digital is at the core of how Pfizer delivers Breakthroughs That Change Patient's Lives. Advanced technologies that accelerate research, development, manufacturing, and patient access to therapies are all made possible by the infrastructures that enable our Digital landscape.

The IT Operations and Global Command Center organization delivers excellence in the pursuit of those breakthroughs through industry-leading infrastructure operations performance. We strive to revolutionize service dependability by applying advanced analytics to drive predictive detection and interventions. We place data at the heart of what we do and apply a relentless focus on continuous improvement to enable Pfizer's business processes and patient outcomes.

• Provide expert-level support and troubleshooting on Pfizer's enterprise network.
• Following the core principles of Site Reliability Engineering, embed a continuous improvement approach that proactively identify and address recurring issues, implementing preventive measures, and improving system resilience.
• Monitor and analyse system performance, identifying areas for improvement and implementing optimizations to enhance efficiency and reliability.
• Foster a culture of collaboration, knowledge sharing, and continuous improvement within the Operations team.
• Lead root cause analysis efforts to identify true cause of business impacting incidents. Formulate and execute upon corrective and preventative actions.
• Continuously enhance system reliability, scalability, and performance through automation and process optimization.
• Leverage software development skills to build and maintain tooling, automation frameworks, and monitoring solutions to enhance operational efficiency and reliability.
• Focus on reducing 'toil' (time spent on manual, repetitive tasks) by automating operational processes and tasks within the assigned domain(s).
• Develop and maintain documentation, runbooks, and standard operating procedures.
• Participate in incident management and on-call rotations, providing timely and effective responses to incidents and escalations.
• Collaborate closely with Engineering and cross-functional teams to ensure meticulous design and provide excellent support across all layers of services.
• Lead and represent audit activities and processes, ensuring the environment is always audit-ready & compliant.
• Demonstrated ability to work in an agile work environment possessing qualities such as a collaborative mindset, adaptability to change, and a proactive problem-solving approach.

• Bachelor's degree in a relevant field or equivalent work experience.
• 5+ years of relevant experience in enterprise network operations settings.
• Proficiency in networking protocols such as TCP/IP, DNS, DHCP, BGP, and others. Understanding of network security principles including firewalls, VPN, IPS, and encryption.
• Excellent technical aptitudes, with the ability to analyze and resolve complex issues. Exposure to Site Reliability Engineering principles and practices.
• As driving continuous improvement efforts is a core focus for this role, must have a proven track record of improving processes, workflows and technologies to deliver better business outcomes.
• Proficiency in programming languages (e.g., Java, Python), experience with infrastructure automation and configuration management tools (e.g., Ansible, Puppet, Chef).
• Keen data literacy, skilled at aggregating multiple data sources to drive insights and actions.
• Embraces accountability and exhibits an ownership demeanour. Includes the ability to effectively lead others more senior than them, and not directly on the same team.
• Excellent communication and collaboration skills, with the ability to work effectively across domains and teams.
• Ability to adapt and learn new technologies quickly.
• Familiarity with ITIL processes and best practices.

• Exposure to Six Sigma or other continuous improvement frameworks.
• Experience of Cloud technologies an advantage.