Senior Digital Support Engineer (Team Lead)

About Astellas :

At Astellas, we believe that nurturing exceptional relationships with our employees delivers exceptional business results. Everyone at Astellas has a responsibility for creating a brighter future for patients around the world. From the first moment, Astellas will inspire you to put this ethos into practice – with a positive, agile company culture and with well-defined ethical principles, values, and systems

Astellas’ Global Capability Centres – Overview

Astellas’ Global Capability Centres (GCCs) are strategically located sites that give Astellas the ability to access talent across various functions in the value chain and to co-locate core capabilities that are currently dispersed. Our three GCCs are located in India, Poland and Mexico.

The GCCs will enhance our operational efficiency, resilience and innovation potential, enabling a timely response to changing business demands.

Our GCCs are an integral part of Astellas, guided by our shared values and behaviors, and are critical enablers of the company’s strategic priorities, sustainable growth, and commitment to turn innovative science into VALUE for patients.

Purpose and Scope :

The Digital Support Engineer role is designed to enhance the efficiency, responsiveness, and quality of IT support services by leveraging digital technologies. This role requires a strong understanding of IT service management. This position aims to streamline service desk operations, improve incident management, and provide innovative solutions that support the overall IT strategy.

Responsibilities and Accountabilities :

• Service Desk Automation : Design and implement automation solutions to streamline service desk processes and improve efficiency.
• Incident Management : Develop tools and systems to enhance incident tracking, resolution, and reporting.
• Major Incident Management : Deep-dive into major incident management to identify root-cause analysis for outages and how to prevent in the future
• Integration : Integrate digital solutions with existing ITSM platforms (e.g., ServiceNow) to ensure seamless operation.
• Data Analytics : Analyze service desk data to identify trends, insights, and opportunities for improvement.
• Collaboration : Work closely with other digital engineers, IT teams, and other stakeholders to understand needs and develop appropriate solutions
• Testing and Quality Assurance : Conduct testing and quality assurance to ensure digital solutions meet performance and reliability standards.
• Documentation : Maintain comprehensive documentation of digital solutions, including design specifications, user guides, and technical manuals.
• Support and Maintenance : Provide ongoing support and maintenance for digital solutions, addressing any issues or bugs that arise.

Technical Support

Incident and Request Management

Documentation and Reporting

Customer Service

Collaboration and Continuous Improvement

Professional Development

Required Qualifications :

Preferred Qualifications :

Working Environment

This position is based in Mexico City and will require hybrid work and may require occasional evening or weekend work.

At Astellas we recognize the importance of work / life balance, and we are proud to offer a hybrid working solution allowing time to connect with colleagues at the office with the flexibility to also work from home. We believe this will optimize the most productive work environment for all employees to succeed and deliver. Hybrid work from certain locations may be permitted in accordance with Astellas’ Responsible Flexibility Guidelines.