MES Service Owner

Position Title: MES Service Owner

• Location: Hyderabad

About the Job

We are seeking an experienced MES Service Owner to champion service excellence and operational support across all MES applications within Sanofi's global manufacturing network. This role encompasses comprehensive incident coordination, stakeholder engagement, process optimization, and continuous improvement to drive service excellence across Sanofi's MES systems/ platforms and across our manufacturing sites.

What you will be doing:

1. Incident Orchestration & Coordination

• Lead the end-to-end orchestration of critical incidents, ensuring timely resolution and minimal business impact

• Conduct daily meetings with team/experts to assign incident tasks across teams, drive resolution progress, and ensure accountability

• Manage comprehensive incident reporting framework including:

• Weekly P1/P2 tickets status reports

• Monthly P1 tickets analysis

• Daily incident resolution metrics

• Incident data extraction, tagging, and categorization by site and incident type to enable trend analysis and performance monitoring

2. MES Service Expertise & Excellence

• Function as the central MES service orchestrator across all Sanofi MES applications and platforms globally

• Provide comprehensive service support for MARS (MES Accelerated Roadmap at Sanofi) program implementations

• Ensure service continuity across all MES systems

• Drive service excellence standards across the complete MES application portfolio

• Support business continuity planning and system maintenance activities

3. Site Coordination & Escalation Management

• Liaise and coordinate directly with manufacturing sites as needed during incidents and escalations

• Act as the central point of contact during critical incidents, ensuring clear communication with site operations

• Interact with Site coordinators and SPOCs regarding incidents and coordinate incident-related calls

• Lead escalation processes, ensuring appropriate stakeholder involvement and manufacturing site follow-ups within their scope

4. Stakeholder Communication & Engagement

• Monitor P1/P2 Problems and RCA weekly progress across all sites with service managers

• Review P1 and P2 issues and planned actions with relevant stakeholders

• Conduct Problem Review Board (PRB) follow-ups with stakeholders and team members

• Provide regular updates and escalate issues appropriately through established channels

• Facilitate communication between global technical teams and local site operations

5. Process Improvement & Service Excellence

• Identify patterns and recurring issues to drive preventive measures across all MES platforms

• Collaborate with teams to improve incident response processes and reduce long-pending incidents

• Optimize service workflows to enhance response times across the MES ecosystem

• Drive standardization of service processes across global manufacturing sites

• Support continuous improvement initiatives for MES operations

6. Cross-Functional Coordination & Global Support

• Coordinate with relevant teams to address MES service needs

• Conduct impact assessments for system changes and incidents

• Lead and coordinate application task forces across manufacturing sites worldwide

• Establish clear communication channels between technical teams and manufacturing operations globally

About You:

Education & Experience

• Bachelor's degree in Computer Science, Engineering, Information Technology, or related field

• 8+ years experience in orchestrating IT service support in Digital manufacturing environments

• Experience with pharmaceutical manufacturing or GxP regulated environments preferred

• Experience working in global, multi-site manufacturing organizations

Technical & Process Skills

•Proven experience in incident coordination and support in complex, multi-site environments

•Hands-on experience with MES systems/ applications (eg. Siemens OPCenter EXPH, Werum PAS-X, Opstrakker, Equipment Logbook, etc.)

• Strong knowledge of ITIL processes (Incident, Problem, Release, and Change Management)

• Experience with tools like ServiceNow, JIRA, and Confluence

• Ability to coordinate with teams and drive resolution of technical issues across multiple platforms

• ITIL certification preferred

• Understanding of Agile/Scrum methodologies

• Manufacturing industry experience preferred

• Power BI tool knowledge a plus but not mandatory

Soft Skills & Mindset

• Leadership: Ability to take the lead in critical situations, drive initiatives, and influence cross-functional teams

• Proactiveness: Anticipates issues, takes initiative, and drives resolution without waiting for direction

• Ownership Mentality: Treats incidents as personal responsibility and ensures closure through team collaboration

• Strong Communication: Able to convey urgency, clarity, and empathy across all levels of the organization

• Strong coordination/ collaboration: Works effectively with cross-functional teams & builds trust. Strong coordination skills for managing multiple stakeholder relationships

• Resilience: Maintains composure and effectiveness under pressure during critical incidents

• Customer Focus: Strong service orientation with dedication to user satisfaction

• Global Mindset: Ability to work effectively across different time zones and cultures

• Accountability: Demonstrates reliability and follows through on commitments

Additional Requirements

• Fluent in English

• Flexibility to contribute occasionally outside normal working hours for critical incident support

• Global, matrix organization environment experience

• Ability to work effectively across different time zones and cultures

Expected Outcomes

• Improved incident resolution times and reduced impact on manufacturing operations

• Enhanced stakeholder satisfaction with MES support services across MES applications/ platforms

• Effective communication during critical incidents and escalations

• Streamlined service processes and reporting across the MES ecosystem

• Reduced recurrence of common incidents through effective problem resolution

• Improved accountability and coordination with AIMS (vendor), internal MES experts, and site operations

• Data-driven insights enabling proactive service improvements and trend identification