- Senior
- Bureau à Mumbai
At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.
The Position
Informatics Solutions Manager
A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love.
That’s what makes us Roche.
Roche’s Digital Diagnostics Portfolio consists of specialized Digital solutions deployed in diagnostic labs. These solutions range from middleware and automation software (cobas Infinity), Digital Pathology solutions, digital inventory management systems, POC IT systems and clinical Algorithms for clinical decision support
The IT implementation team plays a very important role in the pre sales and post sales implementation tasks for these solutions. They are part of the multi-disciplinary sales team performing pre-sales demos and digital infrastructure assessments for digital solutions and lab automation deals. Handling these customers can strategically shape the outcomes and customer experience of digital diagnostics and Automation projects. This team partners with customers on a continuous improvement journey as they experience and expand applications of digital solutions. This job profile requires intense lab and IT/digital acumen, deep understanding of all complex lab operations and workflow, deft discussion and stakeholder management skills and a zeal and passion to help the customer business succeed .
The Opportunity
Pre- and Post-Sales Support: Handle all responsibilities for pre-sales demos and post-implementation customer management.
Internal Liaison: Act as the primary point of contact for internal Roche teams (India, APAC, GCS) for troubleshooting, issue escalation, and configuration requests.
Customer Service & Support: Provide end-to-end customer service and technical support for digital solutions, including active issue resolution.
Solution Validation & Documentation: Conduct, document, and certify periodic validation and UAT (User Acceptance Testing) for digital solutions.
Customer Relationship Management: Ensure existing customers' needs are met, and communicate service and support statistics regularly.
System Deployment & Maintenance: Oversee the deployment, uptime, and maintenance of all remote monitoring systems and ensure timely version upgrades and patch deployments.
Knowledge Management: Create and update a knowledge and resource bank to standardize processes and improve knowledge sharing with customers and internal teams.
Implementation Strategy and Streamlining: Continually streamline Digital solutions and Automation project implementation by deploying available tools, standardizing steps and tasks in implementation, creation and deployment of standardized data collection tools across the teams. Create and maintain a knowledge and resource bank of rules and libraries to bring standardization and knowledge sharing with customers.
Business Development Support: Maintain continuous relationships with customer accounts to identify and share leads for new products and services, and support exploration into new customer segments.
Team Leadership: Manage a team of IT implementation specialists, including their day-to-day responsibilities, strategic skill development, and KPI-based evaluations.
Reporting & Communication: Manage information and report pertinent data quarterly and annually, and ensure the team and customers are educated on the latest product information.
Who you are
Experienced Leader: A proven track record of leading teams in the Lab Diagnostics industry, with a focus on strategic thinking and driving change.
Strong Technical and Clinical Knowledge: A degree in IT or a related field, combined with a deep understanding of clinical laboratory and lab IT workflows. This includes specialized experience (15+ years) in lab middleware and automation within the IVD industry.
Customer-Centric: A successful history of building strong relationships with key customer stakeholders to achieve positive business outcomes.
Effective Communicator: Excellent written and verbal communication skills with the ability to convey information with maximum impact.
Resilient and Adaptable: The ability to thrive under pressure in a fast-paced environment, effectively managing shifting priorities and multiple deadlines.
Who we are
A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.
Let’s build a healthier future, together.
Roche is an Equal Opportunity Employer.
