Job Summary

Support the Life Sciences Hub application landscape used by regulated quality, medical, regulatory, clinical or product-information processes. Final product scope should be aligned to the LSH service catalogue. This role operates as highest technical escalation, engineering authority and service reliability leadership for the domain.

Key Responsibilities

• Stable, secure and recoverable business services with minimized user and operational impact
• Predictable SLA performance, transparent communication and high-quality ticket ownership
• Reduced recurrence through measurable problem actions, automation and knowledge reuse
• Safe releases and changes supported by evidence, risk assessment and rollback readiness
• Strong partnership with business teams, global resolver groups and technology vendors

Core responsibilities

• Lead recovery for critical and ambiguous incidents and make risk-based technical decisions
• Own problem-management strategy, complex RCA and permanent engineering remediation
• Define reference architecture, support standards, non-functional requirements and technical guardrails
• Review high-risk changes, designs, data fixes, integrations, upgrades and resilience plans
• Drive observability, automation, capacity, performance, security and disaster-recovery improvements
• Partner with product owners, enterprise architects, cybersecurity, vendors and global operations leaders
• Build capability through mentoring, technical reviews, communities of practice and succession planning
• Resolve user, workflow, document, master-data, interface and reporting incidents
• Protect audit-trail integrity and follow validated support procedures
• Perform access and role support in line with segregation-of-duties controls
• Coordinate incidents with Quality, Regulatory, Medical, Security and vendors
• Support controlled releases, impact assessment, test evidence and validation documentation
• Maintain inspection-ready incident, change and problem records

Skill Requirements

Primary Skills

• Veeva Vault (Clinical/Quality/Regulatory modules), TrackWise QMS, Medidata Rave (EDC), SAS, R, GraphPad Prism, scientific data evaluation, systematic literature reviews, clinical study protocol design, biostatistics modeling, product dossier compilation (FDA/MHRA/EMA guidelines), medical writing

Secondary Skills

• Product lifecycle management (PLM), cross-functional R&D support, claims substantiation evaluation, competitive market claims analysis, in-process Quality Control (QC) tracking, audit readiness workflows, Key Opinion Leader (KOL) management, medical information request resolution

Other Requirements

• 8-12+ years of relevant experience, with extensive platform engineering, architecture and production-support leadership
• Strong working knowledge of GxP, CSV/CSA, 21 CFR Part 11, EU Annex 11, audit trail, electronic signature, validation.
• Practical understanding of ITIL-aligned incident, problem, change, request, knowledge and major-incident processes.
• Ability to read logs, correlate events, form testable hypotheses and document a defensible technical conclusion.
• Working knowledge of security controls including least privilege, privileged access, secrets, certificates, vulnerability remediation and audit evidence.
• Clear written and verbal communication with the ability to translate technical findings into business impact and recovery options.
• Experience in a controlled or regulated environment; familiarity with validation, audit-trail and electronic-record expectations is strongly desirable.

Education and preferred certifications

• Bachelor’s degree in computer science, Information Technology, Engineering or a related discipline, or equivalent demonstrable professional experience.
• ITIL 4 Foundation
• GxP computerized system fundamentals
• Relevant life-sciences platform certification

Behavioural competencies

• Customer and business-impact orientation
• Ownership and calm execution under pressure
• Analytical troubleshooting and evidence-based reasoning
• Collaboration across cultures, time zones and suppliers
• Control discipline, attention to detail and documentation quality
• Continuous learning, automation mindset and constructive challenge
• Technical leadership without dependency on formal authority
• Ability to make and communicate risk-based decisions during critical events

Performance measures

• Critical-incident restoration and business-impact reduction
• Availability, performance and SLO attainment
• Permanent fix delivery and technical-debt reduction
• Architecture/change risk reduction
• Observability and automation maturity
• Team capability and vendor effectiveness

Working model

• May support global services across time zones through rotational shifts and on-call coverage.
• Expected to participate in major-incident bridges, planned releases, disaster-recovery exercises and critical business windows.
• Must follow approved change, security, data-handling, validation and segregation-of-duties controls.