Sr Mgr Business Application Support

Requisition ID


Otsuka Pharmaceutical Development & Commercialization, Inc. (OPDC) is an innovative, fast-growing healthcare company that discovers and develops new compounds that address unanswered medical needs and advance human health. With a strong focus on neuroscience, oncology, and cardio-renal treatments, OPDC is dedicated to improving the health and quality of human life. For more information, visit   


OPDC is a subsidiary of Otsuka America, Inc. (OAI), a holding company established in the U.S. in 1989. OAI is wholly owned by Otsuka Pharmaceutical Co., Ltd. The Otsuka Group employs approximately 42,000 people globally and its products are available in more than 80 countries worldwide. Otsuka welcomes you to visit its global website at


The Senior Manager, Business Application Support will manage a team of external support service providers (includes managing an on-shore/off-shore model) that provides Level 3 support for the Otsuka’s Commercial Sales and Marketing applications. Key applications include Customer Relationship Management (Veeva), Master Data Management (Informatica MDM), Commercial Data Warehouse, Digital Applications and Websites, and Business Intelligence Reporting solutions (MicroStrategy).

Candidate’s responsibilities include managing production issues and events, facilitating the support of incident, problem and escalation management, and interacting with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems. In addition, the Business Application Support Manager will be responsible for ensuring adherence to SLAs to measure both service provider and service performance.


Business Application Support Management:

  • Manage and follow up on the day-to-day incidents related to the Commercial Business Applications
  • Track and report on all support related metrics on Incidents, Service Requests and Change Requests
  • Develop, co-ordinate and promote the effective functioning of problem management activities, including root cause analyses, corrective and preventative actions and implementation of correction actions
  • Work closely with the business team to document the business impact on reported Incidents and requested Service Requests and technical staff to ensure solutions adhere to company standards
  • Contribute to the planning of application/infrastructure releases and configuration changes
  • Works with project teams to ensure a seamless transition from the development team to the support team
  • Provide input to administering and maintaining all production and internal environments
  • Examine potential areas for service improvement, provide input and prepare recommendations for review
  • Track performance against internal SLAs and other appropriate metrics for reporting to internal and external stakeholders 



  • Strong knowledge of Pharmaceutical Industry with a focus on the Commercial (Sales, Marketing) business processes and IT platforms/systems
  • Experience in technology/application support roles within a life sciences organization
  • Knowledge of commonly used metrics and SLAs related to business support services and application maintenance
  • Experience with IT support models including ITIL would be preferred.
  • Awareness of audit and compliance related issues and management of open corrective actions
  • A knowledge of ServiceNow, incidents, major incidents, projects and reporting
  • Knowledge of industry and technology trends and best practices in data integration, application integration, information management, and analytics



  • Motivated individual comfortable both leading and working as part of a team.
  • Ability to understand technical aspects of problems to apply analytical skills and address the issues
  • Experience working with SaaS model and onshore/offshore model
  • Results oriented with a great attention to detail and must be able to manage multiple requests under deadlines
  • Strong critical thinker with problem solving aptitude
  • Possess strong problem solving skills including problem definition, alternatives identification and analysis, and decision making
  • Excellent communication and interpersonal skills with the ability to communicate well at all levels
  • Familiarity with GxP Applications commonly used within the Pharmaceutical industry 


Education and Demonstrated Abilities:

  • Bachelor's degree in Computer Science, Engineering or analytical related field required, Master’s degree preferred
  • 7+ years' experience in leading technical teams in life science industry
  • Expertise in operational analytics, reporting and metrics
  • Supporting contracting processes and service level definitions
  • Process management and process improvement methodologies, such as Six Sigma, LEAN, PMBOK/Project Management etc. is a plus

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