Work Arrangement: Site-based with flexibility, subject to business and operational needs Role Summary The Senior IT Technical Support Specialist delivers advanced onsite IT support across end-user computing, site infrastructure, laboratory environments, manufacturing operations, and specialized operational technology systems. This role is accountable for diagnosing and resolving complex technical issues, supporting incident and change management, enabling new system implementations, and ensuring reliable service delivery across local operations. The position works closely with business stakeholders, Automation and Engineering teams, global IT service teams, project teams, and external suppliers. The successful candidate will provide technical leadership to local support teams, serve as an escalation point for complex incidents, and help reduce the operational impact of technology failures across manufacturing, quality control laboratories, supply chain operations, and corporate IT environments. Key Responsibilities Technical Support and Incident Management · Provide advanced technical support for end-user computing, infrastructure, laboratory systems, manufacturing applications, automation systems, and specialized computing devices. · Independently investigate, diagnose, and resolve complex IT and automation incidents. · Manage incidents and service requests through approved IT service-management tools, including ServiceNow. · Serve as a technical escalation point for local IT support teams. · Perform root-cause analysis and recommend sustainable corrective and preventive actions. · Provide hands-and-eyes support for infrastructure and global service teams. · Support desktop and laptop imaging, software installation, mobile-device deployment, and hardware lifecycle activities. · Provide technical leadership for onsite support services such as AskIT or similar walk-up support models. Manufacturing and Laboratory Technology Support · Deliver specialist technical support across manufacturing, formulation, packaging, quality, laboratory, weigh-and-dispense, automation, and compliance environments. · Support systems operating across corporate IT infrastructure, dedicated manufacturing networks, production environments, and laboratory networks. · Partner with customers to maintain effective system operations and coordinate planned and unplanned downtime. · Minimize technology-related disruption to manufacturing, quality control laboratories, and supply chain operations. · Support laboratory instruments, manufacturing automation systems, and specialized computing devices. · Maintain appropriate patching and antivirus protection for supported systems. · Identify and manage risks associated with obsolete hardware, software, platforms, and equipment. · Coordinate hardware and system lifecycle-management activities to improve reliability and reduce business risk. Service Delivery and Continuous Improvement · Deliver Operations Computing Services in accordance with established service catalogues, standards, policies, service-level agreements, and operational-level agreements. · Monitor ticket quality, service performance, customer satisfaction, and recurring technical issues. · Maintain accurate configuration-management information for supported systems and devices. · Contribute to the Operations Computing Service Improvement Portfolio. · Review existing support policies and processes and recommend practical improvements. · Promote consistency and best practices across local, regional, and global operations sites. · Support service-introduction activities, change planning, transition activities, and the implementation of new support models. · Act as a focal point for locally managed applications and services. Projects, Change, and Consultation · Provide technical consultation for new projects, system implementations, enhancements, and service changes. · Review proposed solutions to ensure alignment with architectural, security, compliance, and operational standards. · Coordinate with project teams, service teams, vendors, Automation, Engineering, and business stakeholders during implementation and transition. · Translate business and operational requirements into clear technical requirements and support solutions. · Support local service-introduction activities and ensure that appropriate support, documentation, and escalation models are established before go-live. · Track locally managed technical projects and communicate risks, dependencies, and progress to relevant stakeholders. Technical Leadership and Collaboration · Mentor junior team members and act as a technical reference point in specialized areas. · Provide technical leadership to local and regional onsite IT teams. · Support local team priorities and serve as the first point of escalation when required. · Build effective relationships with business customers, global service owners, process owners, IT teams, Automation, Engineering, Quality, and external suppliers. · Communicate complex technical information clearly to technical and non-technical audiences. · Work across regions and time zones to ensure consistent service delivery and adoption of global standards. · Support technology-platform or capability initiatives at site or regional level. Essential Education and Experience · Bachelor's degree in Computer Science, Engineering, Information Technology, or a related technical discipline. · At least five years of relevant IT experience, including experience in senior or advanced technical support. · Demonstrated experience providing IT technical support in a complex enterprise environment. · Experience supporting Microsoft Windows and macOS devices in a desktop-support environment. · Experience installing, configuring, troubleshooting, and maintaining complex software applications. · Strong working knowledge of Microsoft 365 applications and services, including Outlook, Teams, SharePoint, Power BI, and Power Apps. · Experience supporting cloud-based storage, collaboration platforms, videoconferencing tools, and mobile devices. · Knowledge of enterprise antivirus, patching, and endpoint-management practices. · Understanding of basic networking concepts and infrastructure-support principles. · Experience working with third-party suppliers and service providers. · Ability to work independently and as part of geographically dispersed local and global teams. · Experience operating in time-critical environments where technical disruption can affect business or production operations. Preferred Qualifications and Experience · Experience supporting pharmaceutical, biotechnology, medical-device, or other regulated manufacturing environments. · Experience with laboratory instrumentation and manufacturing automation systems. · Knowledge of Good Manufacturing Practice and Good Laboratory Practice principles. · Experience with ServiceNow or a comparable enterprise IT service-management platform. · Project-management experience; PMP, PRINCE2, or a comparable qualification is advantageous. · Knowledge of Lean or Six Sigma principles. · Experience with continuous improvement and structured root-cause analysis. · Experience leading technical teams, capabilities, or site-level support activities. · Advanced technical knowledge in one or more areas such as database systems, systems architecture, specialty computing, network security, or operational technology. Skills and Capabilities · Strong analytical and technical problem-solving skills. · Excellent written and verbal communication. · Ability to explain complex technical concepts to non-technical stakeholders. · Strong customer-service and consulting mindset. · Ability to manage multiple priorities while maintaining quality and attention to detail. · Effective stakeholder, vendor, and supplier-management skills. · Sound judgment when addressing urgent or business-critical incidents. · Strong organizational and time-management skills. · Ability to influence without direct authority. · Commitment to quality, compliance, security, and reliable service delivery. · Ability to collaborate effectively across countries, cultures, functions, and time zones. Why This Role Matters Technology reliability is critical to safe, compliant, and uninterrupted manufacturing and laboratory operations. In this role, you will connect enterprise IT with operational technology, helping teams resolve complex issues, introduce new solutions, manage technology risk, and maintain the systems that support manufacturing, quality, laboratory, and supply-chain activities. Date Posted 06-nov-2026 Closing Date 11-nov-2026 Our mission is to build an inclusive environment where equal employment opportunities are available to all applicants and employees. In furtherance of that mission, we welcome and consider applications from all qualified candidates, regardless of their protected characteristics. If you have a disability or special need that requires accommodation, please complete the corresponding section in the application form. AstraZeneca is a global, science-led, patient-focused biopharmaceutical company. We focus on discovering, developing and commercialising prescription medicines for some of the world’s most serious diseases. But we are more than one of the world’s leading pharmaceutical companies. At AstraZeneca, we’re dedicated to being a Great Place to Work. Where you are empowered to push the boundaries of science, challenge convention and unleash your entrepreneurial spirit. To embrace differences and take bold actions to drive the change needed to meet global healthcare and sustainability challenges. There is no better place to make a difference in medicine, patients, and society. An inclusive culture where you will connect different thinking to generate new and valuable opportunities. Where you will find a commitment to lifelong learning, growth and development for all. Our Inclusion & Diversity (I&D) mission is to create an inclusive and equitable environment where people belong, using the power of our diversity to push the boundaries of science to deliver life-changing medicines to patients. Inclusion and diversity are fundamental to the success of our company, because innovation requires breakthrough ideas that only come from a diverse workforce empowered to challenge conventional thinking. We’re curious about science and the advancement of knowledge. We find creative ways to approach new challenges. We’re driven to make the right choices and be accountable for our actions. As an organisation centred around what makes us human, we put a big focus on people. Across our business, we want colleagues to wake up excited about their day at the office, in the field, or in the lab. Along with our purpose to bring life-changing medicines to people across the globe, we have a promise to you: to help you realise the full breadth of your potential. Here, you’ll do work that has the potential to change your life and improve countless others. And, together with your team, you’ll shape a culture that unites and inspires us every day. This is your life at AstraZeneca.

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