ICC PDT DELIVERY LEAD FOR SUPPORT

Job Description The Future Begins Here At Takeda, we are leading digital evolution and global transformation.
By building innovative solutions and future-ready capabilities, we are meeting the need of patients, our people, and the planet.
Bengaluru, the city, which is India’s epicenter of Innovation, has been selected to be home to Takeda’s recently launched Innovation Capability Center.
We invite you to join our digital transformation journey.
In this role, you will have the opportunity to boost your skills and become the heart of an innovative engine that is contributing to global impact and improvement.
At Takeda’s ICC we Unite in Diversity Takeda is committed to creating an inclusive and collaborative workplace, where individuals are recognized for their backgrounds and abilities they bring to our company.
We are continuously improving our collaborators journey in Takeda, and we welcome applications from all qualified candidates.
Here, you will feel welcomed, respected, and valued as an important contributor to our diverse team.
About the Role.
As a Delivery Lead for Production Support at Takeda ICC, you will oversee a team dedicated to supporting PDT applications, the Data Analytics environment, and Device Management.
This role requires exceptional leadership and a comprehensive understanding of end-to-end architecture and design, including CI/CD deployments, integrations, infrastructure, containerization, databases, and security technologies.
You will collaborate closely with onsite leaders and stakeholders to understand their needs, forecast capacity requirements, and develop strategies for optimal team performance.
The role will align to the Platforms and Application Operations Chapter and report directly to ICC PDT Leadership team for strategic direction.
Your main responsibilities will include overseeing all aspects of production support, ensuring strategic planning, effective support and ongoing service improvements in a dynamic technology environment.
Proficiency with application frameworks like.
ET, Noide.
S, Salesforce and data platforms like Informatica Cloud, Databricks, PowerBI, and various AWS services such as Lambda and DMS is essential.
The ability to manage major incidents effectively, including handling Major Incident Management (MIM) bridges, is crucial and flexible to work in 24x7x365 support model.
You should be proficient with ticketing tools, preferably ServiceNow, and skilled in managing Service Level Agreements (SLAs), ticket prioritization, and report generation.
Excellent written and verbal communication skills are essential for coordinating with various stakeholders and conveying complex technical information clearly and concisely.
Key Responsibilities.
Lead a global Production Support team of around +50 engineers, ensuring the stability and efficient operation of the Production Support environment across Application, Data Analytics, Device Management Develop and refine operations strategy and excellence to optimize the performance of the support delivery team.
Collaborate with various stakeholders to accurately forecast future capacity and technical skill requirements.
Implement and uphold best practices for system maintenance, configuration, and BAU activities to enhance operational efficiency.
Maintain a comprehensive understanding of the technology stack and its applications in the business context.
Ensure the timely completion of all planned maintenance activities to improve system performance and reliability.
Regularly review Service Levels within the production support environment and take action to maintain consistent service quality.
Proactively identify potential system issues and implement preventative measures to minimize business disruption.
Build and sustain relationships with internal stakeholders, external partners, and vendors to support production objectives.
Assess and develop the production support team's capabilities, focusing on upskilling to align with evolving technical requirements.
Facilitate coordination among cross-functional teams to resolve complex technical issues efficiently.
Provide strong functional knowledge and guidance to team members for navigating through critical production issues.
Manage major incidents with meticulous attention to detail, ensuring compliance with regulatory requirements and effective data presentation.
Continuously identify and capitalize on opportunities to improve service levels, with a focus on automation and its successful implementation.
Drive the identification and execution of automation initiatives to increase operational efficiency.
Champion operational excellence and foster a culture of innovation within the team.
Cultivate a collaborative work environment for teams spread across different geographical locations.
Mentor and develop junior team members through structured training plans, enhancing their skills and professional growth.
Establish the annual budgetary needs for delivering Production Support services.
Encourage the exploration of diverse and opposing viewpoints to achieve a well-rounded perspective on complex issues and inform decision-making.
Minimum Requirements/Qualifications.
Minimum a Bachelor's degree or a professional Diploma from an accredited institution is required Minimum 15 years of experience in IT Production Support, including a minimum of 5 years in a leadership role.
Demonstrated ability to lead and manage a large team (+50 FTE) effectively, with experience in shift scheduling for 24x7 coverage, team motivation, performance evaluation, and conflict resolution.
Strong knowledge of ITIL-based delivery processes.
Experience managing various stakeholders, business groups and partners Proficiency in analysing data and complex financial information to make informed decisions and identify potential issues.
A strong technical background in data analytics tools, programming languages, Infrastructure and Security services A mindset geared towards continuous improvement, with a track record of identifying and implementing process enhancements to improve service quality and efficiency.
Skills in identifying, assessing, and mitigating risks that could impact support and operations.
A commitment to ongoing training and development of team members to support their skill enhancement and career progression.
Excellent written and verbal communication skills, capable of storytelling and effective interaction with multifunctional teams and strategic partners.
High self-motivation, with the ability to act independently and execute deliveries in an agile environment.
ITIL 3 or 4 certification is required.
Site Reliability Engineering (SRE) certification is required.
Certifications from any cloud service providers are beneficial.
Certifications in Databricks is a plus.
WHAT TAKEDA ICC INDIA CAN OFFER YOU.
Takeda is certified as a Top Employer, not only in India, but also globally.
No investment we make pays greater dividends than taking good care of our people.
At Takeda, you take the lead on building and shaping your own career.
Joining the ICC in Bengaluru will give you access to high-end technology, continuous training and a diverse and inclusive network of colleagues who will support your career growth.
BENEFITS.
It is our priority to provide competitive compensation and a benefit package that bridges your personal life with your professional career.
Amongst our benefits are.
Competitive Salary + Performance Annual Bonus Flexible work environment, including hybrid working Comprehensive Healthcare Insurance Plans for self, spouse, and children Group Term Life Insurance and Group Accident Insurance programs Employee Assistance Program Broad Variety of learning platforms  Diversity, Equity, and Inclusion Programs No Meeting Days Reimbursements – Home Internet & Mobile Phone Employee Referral Program Leaves – Paternity Leave (4 Weeks), Maternity Leave (up to 26 weeks), Bereavement Leave (5 days) ABOUT ICC IN TAKEDA.
Takeda is leading a digital revolution.
We’re not just transforming our company; we’re improving the lives of millions of patients who rely on our medicines every day.
As an organization, we are committed to our cloud-driven business transformation and believe the ICCs are the catalysts of change for our global organization.
#Li-Hybrid