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IT Service Operations Lead - Personalized HealthCare Informatics (PHC IX)

The power of data at scale has transformed almost every industry, personalizing experiences in many aspects of our lives. Yet in healthcare we’ve only scratched the surface. At Genentech and Roche, we are accelerating the use of data insights and digital technologies to make significant strides to reach the full potential of personalized healthcare. We are seeking mission-driven, ardent, self-starting, creative individuals to join us in this effort.  

The Service Operations Lead will have the responsibility for the hands-on management of the Infrastructure and platforms-related solutions to support PHC Applications in the cloud and on-premises. This role will be part of the Pharma PHC IX Technology Team that provides global technology solutions to enable the Pharma PHC Vision and Strategy. The Service Operations Lead will partner with stakeholders in multiple groups to operate the PHC Infrastructure for Roche/Genentech’s current and future PHC needs. These include PHC solutions, applications, platforms and infrastructure in the Research & Regulatory areas, providing Advanced Analytics, Digital Health, Imaging and Data Management capabilities to support processes from Exploratory to Clinical Trials to Clinical Settings. The Service Operations Lead will work very closely with key stakeholders in the PHC Center of Excellence and other cross functional teams to provide 24x7 support for the PHC environment while meeting or exceeding support SLA’s.

We expect the Service Operations Lead to be a passionate business and product advocate within IT, with proven analytical capabilities. The Service Operations Lead must be an effective negotiator, leader and communicator in working with Roche/Genentech’s IT cross-functional teams, stakeholders and vendors. The ideal candidate will be a self-starter with a passion for innovative technologies, gets excited about hands-on work, with a high degree of flexibility and commitment. The Service Operations Lead will join our diverse community of smart, fun, wholehearted, and engaged informatics professionals from various functional areas. This person will share our community values of passion, courage, integrity, and gratitude -- all in-service of our mission, “doing now what patients need next.”


As Service Operations Lead in PHC Pharma IX Technology team, you will:

  • Defines and understands the service level expectations for the PHC infrastructure and ensures that the infrastructure, and solutions deployed meet service level expectations

  • Partner closely with key stakeholders from PHC Center of Excellence and corresponding Pharma IT Groups and Global Infrastructure and Solutions (GIS) to support external and internal facing application, platforms and technical Infrastructure solutions to meet or exceed SLA’s

  • Understand products and services available from multiple Cloud Providers such as AWS, Azure and GCP and other vendors and map those products and services to address IT and Business needs

  • Directly manage a team of multiple vendors, external support partners to support internal and external facing solutions implemented with cloud technology including websites, mobile applications, Imaging solutions, data management, analytics solutions, self service portals and supporting workloads

  • Stay abreast of emerging technologies (AI, Automation, Container Services, Cloud etc.) and trends with a clear focus on productivity, ease of use and fit-for-purpose

  • Work with IT Quality, IT Security and Governance other Business partners to ensure that the application infrastructure is compliant with pharmaceutical regulations and GxP requirements

  • Ensure that deployed Application Infrastructure is resilient, scalable, high performing to handle peak workloads

  • Implement processes and solutions to manage and control cost of operating the platform in Cloud environments  

  • Collaborate with different PHC IX groups and Security to ensure solutions meet the overall enterprise cloud guidelines

  • Proactively monitor cloud workloads to ensure the highest level of availability, performance, and resiliency to meet our constantly changing customer demands

  • Manage a team to work through delivery roadblocks, risks, issues, and changes

  • Responsible for providing cost optimizations to ensure cloud resources are operating as efficient as possible.


  • Bachelor’s or Master’s degree with extensive experience in Information Systems related field

  • 10-15+ years of Experience managing hybrid cloud infrastructure, platforms and applications in a dynamic environment

  • 5-10 years of active hands-on experience in AWS, Azure and GCP (AWS or GCP Cloud Solutions Architect certification is strongly desired)

  • Experience in designing and executing efficient network and security solutions including multi-cloud high-speed connectivity

  • Experience managing on-shore/off-shore implementation and support vendors in an agile and dynamic 24x7 environment

  • Experience managing internal and external support teams including contract negotiations, SLA’s enforcements etc

  • Proven experience with supporting cloud and enterprise technologies (e.g. Teradata, SageMaker, ECS, EKS, GKE, Palo Alto, Imperva, EMR, etc.)

  • Recognized expert with strong background in automation, DevOps and agile methodologies, building DevOps pipelines and automation using CI/CD tools such as GIT, BitBucket, Jenkins, etc.

  • Hands-on experience in infrastructure as Code and automation (Ansible, Terraform etc.) and Container platforms such as Docker, Kubernetes, Rancher

  • Strong background in working with various operating systems including various flavors of Linux (RedHat, Ubuntu, CentOS, SuSE) and Microsoft Windows Servers

  • Extensive understanding of Business Continuity concepts including solutions around Backup and Recovery, Disaster Recovery Orchestration tools and Clustering technologies. 

  • Passionate about Process and Service Automations and keeping up-to-date with related technology trends and emerging technologies

  • Good understanding of the application landscapes used in Research  environments such as as Imaging Solutions, Advanced Analytics Tools, Data Lakes, Landing Zones including High speed Data Ingestion from Internal and external data sources

  • Good understanding of Regulatory and GxP requirements for working in Healthcare sector including HIPAA, GDPR,  HITRUST, ISO-27001 etc.

  • Implementation of SaaS based solutions  to achieve continuous compliance and Policy enforcements thru BOTs, Security and vulnerability monitoring, log aggregation etc. with  good understanding of tools such as Splunk, Dome9, Qualys etc.

  • Excellent communication (written and oral) and presentation skills; solid business acumen; well-honed influencing skills are essential

  • Ability to handle multiple priorities and to build a strong network and relationships (internally and externally) up to the executive levels across IT functions and the business

  • Strong business knowledge in the Pharma/Biotech industry and associated processes is preferred


Roche is an equal opportunity employer.

Information Technology, Information Technology > IT Infrastructure and End-User Services

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