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The Position

We are seeking a skilled and proactive Principal System Analyst to join our Data-Driven Customer Insights team and lead the technical evolution of our digital product. In this role, you will contribute to the OneCustomer product, an AI-driven initiative at Boehringer Ingelheim aimed at transforming how we engage with healthcare professionals and internal stakeholders. The DevOps team builds and operates scalable digital solutions that enable real-time sharing of customer insights, leveraging data and cutting-edge technologies to support strategic decision-making across Commercial, Medical, and Analytics functions. As a Principal System Analyst , you will ensure the stability, performance, and continuous operation of our platforms, with a focus on secure, reliable, and scalable services aligned with business needs. You will collaborate with cross-functional teams, apply deep technical expertise, and drive the adoption of best practices in system operations and automation.

Tasks and responsibilities

• Ensure system operates according to procedures and processes, including information protection, compliance, and security standards.
• Lead technical troubleshooting and proactively manage incidents and escalations for prompt resolution within agreed SLAs, support proactive maintenance and new releases.
• Monitor system performance, cloud service health events and contribute to the optimization of AI solutions collaborating with cross-functional IT teams.
• Work closely with other IT functional teams to request services and integrations (e.g. INF services).
• Contribute to design and implement AI solutions compliant to our enterprise architecture and standards.
• Liaise with vendors and internal stakeholders to ensure effective integration and continuous improvement of AI solutions.
• Ensure comprehensive documentation of system configurations, processes, and changes according to system life cycle SOPs.

Requirements

Required

• Bachelor degree in Information Technology, Computer Science, related field or relevant work experience of 5+ years in a large enterprise environment.
• 5+ years of experience in supporting high complex systems preferably in AI-driven products globally distributed.
• Proficiency in DevOps environments, continuous delivery process, related CI/CD tools (e.g. Jenkins, GitLab) and version control solutions.
• Experience operating Cloud Solutions (IaaS) for mid or large-size organizations on AWS and Azure.
• Strong understanding of containerized application platforms (Kubernetes/EKS) and microservices.
• Solid professional and customer service skills with proven experience in providing 2nd and 3rd Level support for AI solutions.
• Knowledge of ITIL processes and methodologies to deliver high quality support to meet customers' needs.
• Strong critical analytical thinking and problem-solving skills and highly results oriented. Sense of urgency with ability to plan and organize work.
• Excellent international communication and collaboration skills with advanced English proficiency (spoken and written).