Manager, Infrastructure Support Engineering

Company Information

At Advarra, we are passionate about making a difference in the world of clinical research and advancing human health. With a rich history rooted in ethical review services combined with innovative technology solutions and deep industry expertise, we are at the forefront of industry change. A market leader and pioneer, Advarra breaks the silos that impede clinical research, aligning patients, sites, sponsors, and CROs in a connected ecosystem to accelerate trials.

Company Culture

Our employees are the heart of Advarra. They are the key to our success and the driving force behind our mission and vision. Our values (Patient-Centric, Ethical, Quality Focused, Collaborative) guide our actions and decisions. Knowing the impact of our work on trial participants and patients, we act with urgency and purpose to advance clinical research so that people can live happier, healthier lives.

At Advarra, we seek to foster an inclusive and collaborative environment where everyone is treated with respect and diverse perspectives are embraced. Treating one another, our clients, and clinical trial participants with empathy and care are key tenets of our culture at Advarra; we are committed to creating a workplace where each employee is not only valued but empowered to thrive and make a meaningful impact.

Job Duties & Responsibilities

· Collaborate with teams inside and outside of Information Technology to understand problems, requirements, and solutions.

· Map business requirements and objectives to implementable units of work and delegate those units of work.

· Work with appropriate teams to effectively communicate changes to impacted groups.

· Monitor and delegate incoming work from alerting systems, escalated help desk requests, requests from the larger IT team, and other sources.

· Personally accept and resolve complex escalated support cases that may involve cross-disciplinary or cross-functional knowledge.

· Understand and clear blockers for support engineers working in the team, to enable their productivity.

· Identify, analyze, and communicate risks and trends to leadership.

· Support regular compliance functions: patching, account audits, configuration audits, backup restore testing, and others as needed.

· Foster development of robust internal processes and procedures. Ensure team compliance with existing processes and procedures.

· Update internal documentation and knowledge bases.

· Support direct reports in their professional development, goal setting, and career progression.

· Coach and mentor direct reports through their roles and responsibilities.

· Perform regular status calls with direct reports to support them in their role.

· Track and approve direct report time off and leave, manage team availability.

· Manage workload and task assignments for direct reports and ensure work is completed in a timely manner.

· Participate in on-call responsibilities to ensure Advarra can meet continuity objectives.

· Perform other duties as assigned.

Location

This role is open to candidates working in Bengaluru, Karnataka, India.

Basic Qualifications

· B.E/B.Tech, Bachelor’s degree in Computer Science, Information Systems, Engineering, or an equivalent experience in related scientific or technical discipline or equivalent work experience

· Minimum of 8 years of relevant work experience in Information Technology.

· Minimum of 1 year experience managing a technical team.

· Operational knowledge of Office 365, Windows, Linux, VPN or SASE platforms, enterprise email systems, enterprise file storage systems, Single Sign-on solutions, firewalls, telephone systems, networking, and AWS.

· Have strong troubleshooting and diagnostic skills.

· Excellent verbal and written communication skills.

· Project planning, delegation, and execution experience.

Preferred Qualifications

· Awareness of compliance or security frameworks (HIPAA, ISO, NIST, etc.) and how they apply to business processes.

· Familiarity with Microsoft Office applications.

· Past experience with administrating Office 365, Okta, Zscaler, Palo Alto firewalls, Windows Server, and/or AWS.

· Critical thinking and analytical skills to break down problems into discrete components.

· Ability to understand new technology and its application to the business.

Physical and Mental Requirements

· Sit or stand for extended periods of time at stationary workstation

· Regularly carry, raise, and lower objects of up to 10 Lbs.

· Learn and comprehend basic instructions

· Focus and attention to tasks and responsibilities

· Verbal communication; listening and understanding, responding, and speaking

Advarra is an equal opportunity employer that is committed to providing a workplace that is free from discrimination and harassment of any kind based on race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions, sexual orientation, and gender identify), national origin, age, disability or genetic information or any other status or characteristic protected by federal, state, or local law.