14 days old

Director, Customer Reliability Engineering Lead

New York, NY 10007
The Director, Customer Reliability Engineering (CRE) Lead is accountable for ensuring a positive customer experience for consumers of cloud infrastructure solutions from the Agile Enterprise Solutions (AES) organization. The CRE Lead ensures both the reliability and efficiency of AES solutions, but also interacts directly with AES customers to ensure proper alignment of reliability and availability expectations with designs.

This role will oversee the current implementation of cloud operational engagements for both public & private solutions, and will lead a transition towards a more Agile, cloud-native operational approach whereby consumers are empowered and enabled to design for the desired operational outcome. In this capacity, the CRE Lead guides customers on the usage of AES solutions to ensure that specific reliability and availability needs are met.

The CRE Lead will ensure optimal use of AES public & private cloud solutions and will maintain a program aimed at continuously increasing usage efficiency, thereby reducing waste & cost. In this capacity, the CRE Lead will interface directly with consumers of AES solutions to facilitate adjustments as required to maintain a "zero waste" policy.

This role is an expert at working within an Agile, DevOps environment and can marshal the resources required to deliver superior client experiences.

This role will report directly to the Sr. Director, Agile Enterprise Solutions (AES).


+ Responsible for existing cloud operational support agreements with external suppliers, ensuring that key SLAs & KPIs are achieved. Maintain direct linkages with broader Enterprise Platforms & Security (EP&S) operating model, including the Global Command Center (GCC) for critical incidents.

+ Responsible for the overall health and readiness of the Agile Enterprise Solutions (AES) portfolio of public and private cloud infrastructure solutions.

+ Establish and maintain a Production Readiness Review (PRR) inspection process aimed at increasing the quality of customer experience with AES solutions, driving tight alignment between operating expectations and realities based on design decisions.

+ Responsible for the development of usage criteria and design principles mapped to expected reliability and availability outcomes to be utilized by consumers of AES solutions. Raise identified risks to customer teams to ensure potential experience and/or reliability gaps are addressed.

+ Identify potential solutions to repetitive failures and other risks to solution reliability and/or availability and leverage the AES Development Scrum to prioritize and oversee implementation of engineering improvements.

+ Responsible for reducing "waste" within the AES portfolio of public and private cloud solutions through implementation of a continuous efficiency management capability, and through direct engagement with AES portfolio consumers to ensure adherence.


+ Bachelor's degree in a relevant discipline and 8-10 years of related pharmaceutical experience required.

+ 10+ years of experience in a leadership capacity with increasing scope of responsibility.

+ 4+ years of experience in a Site Reliability Engineering (SRE) role supporting cloud-based application deployment with demonstrated excellence in defect reduction and maintained solution reliability.

+ 2+ years of direct Agile/DevOps experience in working directly with development scrums in a continuous, iterative deployment approach to solutions delivery.

+ Demonstrated experience with cloud infrastructure and platform (IaaS & PaaS) solutions in an enterprise setting, with specific expertise in Amazon, Microsoft and Google clouds.

+ Understanding of regulatory, compliance, security & operational requirements as they relate to the use of infrastructure in a pharmaceutical setting.

+ Demonstrated business acumen and ability to stay abreast of business issues that impact solution teams

+ Excellent communication skills and the ability to indirectly influence key partners and stakeholders

+ Applicants should be capable of working through a personal laptop computer or mobile device for extended period





Periodic travel (both domestic and international) may be required (approximately 20%)



**Sunshine Act**

Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider's name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.

**EEO & Employment Eligibility**

Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer.

**"Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve** **meaningful outcomes and create business impact."**

+ **Last Date to Apply:** September **15, 2019**

+ **Eligible for Employee Referral Bonus**

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


Posted: 2019-11-08 Expires: 2019-12-08

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Director, Customer Reliability Engineering Lead

New York, NY 10007

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