Manager/Senior Manager, IT Support Engineering

At Gilead, we’re creating a healthier world for all people. For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference.

Every member of Gilead’s team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we’re looking for the next wave of passionate and ambitious people ready to make a direct impact.

We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Gilead and help create possible, together.

Job Description

IT Support Services is a core job family within Gilead's broader Information Technology (IT) group. IT Support Services supports Gilead operations by providing technical support across the organization in areas such as business systems / applications technical support to enable more efficient business operations. IT Support Services works closely with other IT partner functions to develop and maintain in-depth understanding of business needs and objectives in both business and technology realms. IT Support Services also plays a critical role in supporting organizational launch of new or updated data, systems, applications, hardware, and other tools to meet business needs and expectations. This group stays abreast of dynamics and evolutions in their business and technical areas of assignment to proactively recommend future solutions or other opportunities to other IT partners.

You will follow policies, procedures, and service level agreements (SLAs) to provide IT support services to Gilead employees, contractors and teams for supported systems, applications, hardware, and other tools. You will typically provide Tier 3 or higher IT support services for increasingly complex issues or needs. You may act as team lead to Tier 1 - 2 service engineering teams. You will monitor problem logs and records and coordinate or otherwise provide technical support in assigned area. You may provide IT support services to external parties. You will install, diagnose, repair, maintain, and upgrade assigned systems, applications, hardware, and other tools. You will troubleshoot technical problems and follow both the SLA as well as standard ticketing processes to resolve technology queries. You will ensure the timely and appropriate completion of ticketing and other relevant technical documentation. You may act as a services engineering lead in projects to launch new or updated systems, applications, hardware, and other tools. You may perform coding and configuration services. You will also train and advise new or less experienced service engineers in their support service responsibilities. You may lead or otherwise participate in special projects to advance the capabilities, processes or tools used by IT Support Services. You will play a key role in supporting and modeling the culture within your team and the broader IT organization - a culture of high-performance, data-driven decision-making, value-driven prioritization, quality governance, and compliance.

Example Responsibilities

• Supports new / updated IT initiatives and existing IT operations in the assigned area to address business needs and maintain IT operations as needed
• May provide input into the technical roadmap for the assigned area to ensure the IT support perspective is incorporated
• Installs and configures technologies and hardware in support of business operations in the assigned area
• Responds to IT support requests, including tracking and managing work records and compiling reports in accordance with IT support standards and operating procedures
• Provides technical support on-site or via remote-access systems
• Troubleshoots and repairs malfunctions or other issues related to technologies or hardware in the assigned area
• Escalates technical issues according to IT support and engineering standards and operating procedures
• Provides preventative maintenance on assigned technologies in accordance with IT support standards and operating procedures, which may include software, networks, and/or hardware
• May conduct meetings with internal customers to diagnose technical needs or issues
• Participates on project teams involving new or updated technologies
• May support testing, validation, and QA teams in ensuring projects are delivered compliantly and in alignment with project specifications
• As needed, supports user acceptance testing (UAT) and user training
• May support development of technical documentation for supported technologies
• May participate in governance, risk, and compliance activities relevant to assigned business area and/or other IT workstreams
• May support the Business Continuity Program by participating in planning and implementation of disaster recovery and back-up procedures according to business requirements
• May participate in post-project-implementation sessions to conduct value affirmation and determine any future actions
• Where applicable, manages vendor deliverables associated with own work
• Trains and advises less experienced colleagues
• Ensures assigned work complies with established practices, policies, and processes and any regulatory or other requirements

Requirements

Minimum Education & Experience

• 12+ years’ relevant experience with High School Diploma or equivalent
• 10+ years’ relevant experience with AA
• 8+ years’ relevant experience with BS / BA
• 6+ years’ relevant experience with MS / MA / MBA
• Computer Science, or related discipline is preferred
• Significant IT help desk or related experience in a corporate or other relevant business environment. Significant experience providing Tier 2 IT services support
• Ideally, experience acting as lead support services engineer on small to moderately sized IT projects for one or more business functions or IT domains, with a focus on Agile
• Significant configuration, testing or troubleshooting experience in assigned IT area / domain
• Coding experience of business technologies and tools
• Experience supporting IT integrations and cloud transformations in a corporate or other relevant business environment
• Business process engineering and project management experience is preferred
• IT experience in support of business areas in life sciences is preferred

Knowledge & Other Requirements

• Advanced knowledge of assigned domain, including dynamics and evolutions in emerging technologies, tools and practices. Able to leverage this knowledge for appropriate and effective consultation and advice to business teams
• Thorough knowledge of IT support services principles, practices and tools in a business / corporate environment, including SLAs and ticketing processes and procedures
• Demonstrates understanding of design and solution development methods, the Project Execution Process, and the fundamentals of requirement specification, design and development, configuration, and testing of business systems / applications
• Knowledge of best practices in IT or related project management
• Thorough knowledge of Agile and proven abilities to apply Agile methodologies to support IT solutions to meet business needs and objectives
• Thorough knowledge of SDLC and SLC relevant to business functions and their business and technology needs, including knowledge of the multiple IT functions involved
• Thorough knowledge of key programming languages and requirements relevant to assigned domain
• In-depth knowledge of the technical architecture for supported technologies and tools, as evidenced by ability to resolve increasingly complex technical issues
• Knowledge of cloud computing, e.g., AWS, and migration requirements
• Knowledge of IT security, quality and risk management requirements relevant to assigned domain
• Knowledge of shell scripting and continuous integration tools and processes
• Knowledge of principles, standards and techniques in creating and delivering technical documentation for supported technologies, as evidenced by ability to create appropriate technical documentation
• Understands future trends in IT
• Knowledge of or aptitude to learn regulatory requirements relevant to the biopharma industry
• Demonstrated ability to be a fast learner
• Demonstrated ability to be flexible and adaptable to change, to move between projects easily and provide support/expertise where needed
• Proven analytical abilities with high attention-to-detail as demonstrated through past experiences and/or academic achievements
• Strong communication and organizational skills
• Ability to lead and influence programs, projects and / or initiatives
• When needed, ability to travel