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ETS - Management Tooling Service Lead - Chennai / Guadalajara

Location Chennai, Tamil Nadu, India Guadalajara, Jalisco, Mexico Job ID R-122552 Date posted 15/12/2021


The Enterprise Technology Services (ETS) team is accountable for all Infrastructure, Security, IT Operations and all End User Services and technologies. This group will ensure that our IT Services are seamless and secure, and that technology is delivered in an efficient, effective, and agile way, with a strong focus on experience.

It’s a dynamic and challenging environment to work in – but that’s why we like it. There are countless opportunities to learn and grow, whether that’s exploring new technologies in hackathons, or transforming the roles and work of colleagues, forever. This is your chance to be part of a team that has the backing to innovate, disrupt an industry and change lives.


TheOpsEnablement function within the Workplace & Enterprise Services functionisaccountable for;

  • The AZObservability strategy, deliveringEnterprise Management, Monitoring & Security Tooling and the definition and execution of an AIOps capability unlocking significant business benefit through a transformation in how Infrastructure Platforms and the Applications that are run on them are maintained.

  • Thecore ServiceNow Platform, supporting a federated development model and unlocking significant value to the broaderorganisation

  • Buildingand runninga capability to enable colleaguestoexploit our servicesfocused on driving business value beyond availability and currency, supporting the Business aligned Technology Groups (BTG) groups through the creation of Centers for Enablement 

The Management Tooling Services lead role is accountable for thestrategy, consolidation,simplificationand deliveryof thetools employed across AstraZeneca to manage and monitor theEnd User Technology &Infrastructure landscape.  With a focus onObservability andend to end business outcomes,transforming the way that our technology platforms are maintained,this role will work closely with the Security Tooling Services Lead, the Data & Insights Lead, Integrations Lead and Visualisations Leads todrive an AIOps strategyfocused on proactive, pre-emptive management and monitoring,radically improving User Experience,eradicatingend user generated incidents across AstraZeneca’s Application Portfolioanddriving uptime and available across all platforms.  

TheManagement Tooling Services LeadRolehas:

  • Ownershipand accountability for theManagementand MonitoringToolingservice,including budget, contracts, service management and operational excellence

  • Govern the upgrades and compatibility oftheManagementand MonitoringTooling servicesto ensure seamless upgradesto the business and new functionality and capabilities are introduced effectively

  • Simplifyand standardizethe environmentso our technology is current and delivers a great customer experience

  • Engages with key Stakeholders and Customersto ensure these technologies meet customer needs

  • Delivers service improvementsto these technologies to ensure they are simple and effective to use. 

  • Manages our technology partnerseffectively to ensureAZ is on the leading edge of technology innovation, both benefiting from and shaping our partners roadmaps

  • Lead and continuously develop a strong technical teambuilding a function that drives differentiation in how we leverage, integrate and adopt technology

  • Accountablefor Risk and Compliance across the services

  • Responsiblefor the definition of successful business cases, interlocking investment to drive technology transformation 

  • Be a key member of theWorkplace and Enterprise ServicesOpsEnablementLeadership Teamto ensure that the team continues to develop and grow and that strategies are aligned and executed effectively.

Reports to theWorkplace & Enterprise ServicesOpsEnablement Director


Education, Qualifications, and Experience


  • Significant IT experience in Leading Global Services 

  • Must have experience in managing and deliveringEnterprise Management and Monitoring Tooling capabilitieswith a solid technical understanding in this area, underpinning a strong service and customer experience focus. 

  • Must have managed large upgrades and implementations of technology solutions in a global company. 

  • Must have managed budgets  

  • Must have experience of dealing with Internal Audit, Risk and Compliance


  • Experience working in the Biopharmaceutical/Life Sciences industry 

  • SDLC, Agile & Scrum methodologies

  • Managing large global teams

Skills and Capabilities


  • Strong technical understanding ofEnterprise Management and Monitoring Tooling

  • Strong Stakeholder Management 

  • Strong Supplier and Vendor Management 

  • Good technical understanding and naturally driven to leverage technology to digitise and optimise our business appropriately

  • Experience of developing and enhancing global Services across international sites and a dispersed team 

  • Familiarity of working in an international, multi-time zone support environment.

  • Strong People, Team Leadership and Management skills, with demonstrable evidence of creating high performing teams and delivering operational excellence.

  • Natural ability to continually challenge and drive change in pursuit of excellent customer service.  

  • Strong written and verbal communication skills.

  • Operationally and politically astute and tenacious, being able to cut through issues to deliver excellent customer service. 


  • Experience working in different countries/cultures.

  • Confidence presenting to large internal and external audiences.


We’re a network of entrepreneurial self-starters who contribute to something far bigger. There’s a diversity of expertise in our Technology group that’s unique to AstraZeneca – it allows us to dive deep into

exploring new leading-edge technology.

A place to be open and transparent – we speak up, think creatively and share ideas. Our diverse contributions help us to make better decisions. But we have a constant drive to innovate, and an appreciation for high standards. It takes challenging the status quo to add value in our ever-evolving environment. We love it here because put simply, we make a meaningful impact. Technology at AstraZeneca is a home for purposeful disruptors!


AstraZeneca is a global, innovation-driven BioPharmaceutical business that focuses on the discovery, development and commercialisation of prescription medicines for some of the world’s most serious disease. But we’re more than one of the world’s leading pharmaceutical companies.

At AstraZeneca we’re dedicated to being a Great Place to Work. Where you are empowered to push the boundaries of science and unleash your entrepreneurial spirit. There’s no better place to make a difference to medicine, patients and society. An inclusive culture that champions diversity and collaboration. Always committed to lifelong learning, growth and development.


Are you already envisioning yourself joining our team? Good, because we’d love to hear from you! Click the link to apply and we’ll be in touch as soon as we can.


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We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorisation and employment eligibility verification requirements.

10000400 F ITSM Operations

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Great culture, great work assignments, supportive management. Rotation opportunity within the company. They value inclusion and diversity.