We are growing, grow with us!
Are you looking for a dynamic company with daily new challenges and opportunities?
Then, Pharmalex is your career opportunity. Pharmalex is one of the leading service companies for the Pharmaceutical Industry globally and is specialized in all aspects of drugs and medical devices approval, of the market development and any action of effective product maintenance.
Senior Manager - Information Technology
• Responsible for post implementation user support.
• Manage users support operations with the highest level of quality and efficiency.
• Managing the technical coordination and to ensure smooth functioning of support team, timely delivery of the projects, meeting agreed SLA.
• To be actively involved in handling & guiding Incident & Service request.
• Improve tools and processes to enable support team to deliver efficiently: ticketing system, user forums, knowledge management, self-help, customer feedback management, etc.
• Ensuring Customer Engagement through CSAT & in case of Customer Sat Low score, follow ups with the customers.
• Documentation Management which includes Root Cause Analysis, Incident & service reports, daily, weekly and monthly MIS reports.
• Responsible for delivering objectives in line with service strategy.
• Improving and redefining the processes to enhance Key Support metrices and SLA adherence & measurements.
• Managing Capacity planning for the day to day Operations team.
• Identify process improvement areas and take initiatives to improve operational metrics like productivity, quality, TAT, etc
• Work in shift with team, drive regular meetings with the team. Manage team performance to goals, continuously evaluating and adjusting as necessary.
If you are interested in joining our Pharmalex team taking over this challenging job opportunity in our future-oriented company, we are looking forward to receive your application documents stating your earliest possible starting date, any visa requirements and salary expectations on-line.
For further information please don’t hesitate to contact us:
Ms / Mr Panchal
Senior Specialist - Human Resources
Agencies only by prior agreement for the specific job opportunity.