Manager, Site Reliability Engineer

ROLE SUMMARY

As Pfizer strives to Win the Digital Race in Pharma, there is no time to lose, and no tolerance for downtime. In Digital Command Operations, we use best-in-class approaches to ensure that the infrastructure services that underpin Pfizer’s critical digital solutions are robust, reliable, performant and efficient. We partner closely with Product teams, Process teams and Third-party Service Providers to achieve this aim. We value our team members’ technical knowledge, but also their passion, teamwork, and commitment to growth.
- Ensuring services are running smoothly: identifying and regularly reviewing operational health indicators to ensure delivery to defined service levels.
- Continuously analysing service data to identify service improvement opportunities. Opportunities will be assessed on their potential to remove manual effort (‘toil’), improve service reliability, and enhance customer experience.
- Developing, or partnering with other teams to develop automation that will remove toil from the environment, and deliver a more reliable, cost-effective service to the company.

ROLE RESPONSIBILITIES
- Act as focal point for the day-to-day operation of Cloud services at Pfizer. Work to embed core principles and practices of Site Reliability Engineering for those services.
- Continuously review operational indicators, ensuring that the service is meeting quality and reliability outcomes expected by its customers. Oversee the delivery of services by outsource partners.
- Analyse service data to identify service improvement opportunities. Maintain a backlog of prioritized opportunities. Pursue items in the backlog in an agile fashion, favouring rapid iteration and continuous delivery of work products.
- Though having software development skills are not a hard requirement for this role, those skills would be an advantage. A shared development team will be available to work with the SRE on automation development. The SRE will ensure that any code is developed to agreed standards, aligned with other service areas, and released in a compliant manner.
- Constantly evaluate cost of service delivery for service in question. Seek to gain cost improvements as toil is removed.
- Assume a leadership role on major outages or planned events that impact the service. Work closely with Pfizer’s Command Center to ensure processes are optimised for management of major events including proactive monitoring, escalation plans and troubleshooting guides.
- Lead post-mortems for major events pertaining to the service. Coordinate reliability testing on services in scope.

BASIC QUALIFICATIONS
- Bachelor's degree in Computer Science or related technical field, or equivalent practical experience.
- 5+ years’ experience working in similar environments and/or roles.
- Experience of working with Cloud services, particularly AWS services.
- Familiarity with enterprise infrastructure concepts and technologies on which Cloud services rely (i.e., network connectivity, authentication, etc.)
- Strong data literacy and analytical ability. Must be able to aggregate data from different sources, derive insights and communicate actionable information.
- Proven ability to build and improve processes and workflows with a record of simplifying and streamlining. Relentless focus on removing toil (manual effort) through process re-design and automation.
- Skilful in navigating through and working with different functional teams to reach positive process outcomes.
- Able to communicate in a succinct, accurate and timely fashion. Ability to effectively communicate technical concepts to business recipients.

PREFERRED QUALIFICATIONS
- Exposure to agile ways of working including Scrum.
- Understanding of software development concepts and standards a distinct advantage.
- Experience of working in a regulated environment.

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NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

Command Center & Ops is a 24x7 operations team, with team members spread across multiple geographies. Some flexibility in work hours in order to connect with these colleagues may be occasionally required.

ORGANIZATIONAL RELATIONSHIPS
- Peer SREs
- Product/Engineering teams
- Managed Service Providers/Vendors
- Application support teams

Work Location Assignment: Flexible

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

Information & Business Tech

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