Principal System Engineer – Service Delivery Lead

Career Category

Job Description

ABOUT AMGEN

Amgen harnesses the best of biology and technology to fight the world’s toughest diseases, and make people’s lives easier, fuller and longer. We discover, develop, manufacture and deliver innovative medicines to help millions of patients. Amgen helped establish the biotechnology industry more than 40 years ago and remains on the cutting-edge of innovation, using technology and human genetic data to push beyond what’s known today.

ABOUT THE ROLE

Role Description:

This role manages 24×7 L2 global service operations for all Veeva Vault applications and platforms, overseeing incident/change support, problem management, and identity & access operations. Responsibilities include meeting SLAs, reducing MTTR, maintaining audit-ready controls, leading analysts in India and another Amgen site with a follow-the-sun approach, and delivering weekly executive service dashboards.

The ideal candidate should have strong leadership experience in service delivery management for technology platforms and digital transformation in biotechnology. Collaboration with global teams is essential for integration and operational excellence. This role requires strategic initiatives and consistently delivering quality results within a matrixed organization.

Roles & Responsibilities:

• Run the global command center for Vault: queue management, priority triage, on-call rotations, and support of major-incident management (MIM). Ensure clean hand-offs across shifts and locations. Maintain runbooks, knowledge base, and hypercare plans for tri-annual Vault releases.
• Drive MTTD (Mean Time to Detect) and MTTR (Mean Time to Repair/Restore/Resolve) down via playbooks, automated smoke checks, and standard changes.
• Conduct ongoing maintenance and periodic review of all playbooks.
• Chair weekly Problem/RCA reviews; turn corrective actions into preventive changes. Own change calendars, CAB inputs, and post-release health checks.
• Publish weekly SLA & trend dashboards (uptime, MTTR, change success rate, ticket aging, backlog health, reopen rate, P1 frequency). Establish SLOs/error budgets and escalate risks early.
• Own user provisioning/de-provisioning, role/permission models, and periodic access reviews across all Vaults.
• Enforce SoD (Segregation of Duties) controls, break-glass procedures, and joiner/mover/leaver automation.
• Coordinate resource rotation schedules and monitor audit logs for anomalies.
• Drive continuous improvement vendor service performance by identifying opportunities for innovation and efficiency
• Design vendor service that can scale to meet growing business needs and performance demands
• Always maintain validated operational states. Incorporate CSV checkpoints into modifications to ensure continuous audit readiness.
• Partner with Security on log retention, alerts, incident drills, and CAPA follow-through.
• Consume and operate the CI/CD and test-automation assets (VPK/CLI promotion, regression packs, sandbox refresh jobs).
• Trigger rollbacks/hot fixes safely; raise pipeline improvements to the DevOps team with data.
• Lead and coach team (across India and Amgen locations).
• Hire, build skills, run shift rosters, conduct post-incident coaching, and set an accountable culture.
• Provide subject matter expertise in Veeva Vault to the platform team, offering guidance on architecture, solution design, and implementation challenges.
• Provide hands-on technical leadership in resolving complex technical issues and ensuring smooth deployment and system integration
• Work with stakeholders to gather and analyze teams’s performance and service related KPIs, ensuring that service meet both business and technical needs

Basic Qualifications and Experience:

• Doctorate Degree and 2 years of experience in Business, Engineering, IT or related field  OR
• Master’s degree with 8 - 10 years of experience in Business, Engineering, IT or related field  OR
• Bachelor’s degree with 10 - 14 years of experience in Business, Engineering, IT or related field  OR
• Diploma with 14 - 18 years of experience in Business, Engineering, IT or related field

Functional Skills:

Must-Have Skills:

• 12+ years in service delivery/IT operations; 5+ years in regulated SaaS (life sciences preferred). Proven 24×7 ownership across multiple regions.
• Hands-on L2/L3 support for Veeva Vault (apps and platform), strong familiarity with Vault release cadence and environments. Vault Admin I preferred.
• Expert in ServiceNow (incident/change/problem, CMDB, reports).
• Deep knowledge of SSO/SAML, SoD design, periodic access reviews, token/credential rotation, secrets management, and audit logging/retention.
• Working command of CSV, 21 CFR Part 11, Annex 11; experience producing audit-ready evidence and closing CAPAs.
• Able to operate CI/CD pipelines (Jenkins, GitLab, GitHub Actions) for deployment and rollback processes; has knowledge of automated test gates and sandbox refresh procedures. Does not require experience in authoring pipelines from the beginning.
• Leadership & Communication: Strong people leadership, crisp executive communication, and data-driven decision-making.

• Strong understanding of architecting and deployment strategies for integrations to Veeva Vault Platforms/Products,
• Expertise in system integration, including APIs, middleware tools, and data migration between Vault and other systems.
• Extensive knowledge of enterprise architecture frameworks, technologies, and methodologies
• Experience with data, change, and technology governance processes on the platform level
• Experience working in agile methodology, including Product Teams and Product Development models
• Experience with cloud-based architectures, AWS, Azure, or similar environments.

Good-to-Have Skills:

• Good Knowledge of the Global Pharmaceutical Industry
• Understanding of GxP process
• Strong solution design and problem-solving skills
• Strong understanding of technology, function, or platform
• Experience in developing differentiated and deliverable solutions
• Ability to analyze client requirements and translate them into solutions
• Working late hours

Professional Certifications (please mention if the certification is preferred or mandatory for the role):

• Veeva Vault Platform Administrator (mandatory)
• Scaled Agile Framework (SAFe) for Teams (mandatory)

• Scaled Agile Framework (SAFe) – DevOps Practitioner (preferred)
• ITIL (preferred)

Soft Skills:

• Excellent leadership and team management skills. 
• Strong transformation and change management experience. 
• Exceptional collaboration and communication skills. 
• High degree of initiative and self-motivation. 
• Ability to manage multiple priorities successfully. 
• Team-oriented with a focus on achieving team goals. 
• Strong presentation and public speaking skills.
• Excellent analytical and troubleshooting skills
• Strong verbal and written communication skills
• Ability to work effectively with global, virtual teams

Shift Information:

This position requires you to work a later shift and may be assigned a second or third shift schedule. Candidates must be willing and able to work during evening or night shifts, as required based on business requirements.

EQUAL OPPORTUNITY STATEMENT

Amgen is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.