Application Support Lead Engineer

3 weeks ago

Bengaluru, India Syngene Full time

Job Description

Syngene, established in 1993, is a leading contract research and manufacturing services organization offering drug discovery, development, and manufacturing services to global clients. Syngene’s clients are world leaders in their fields, ranging from leading global multinationals to small and medium-sized start-ups, non-profit institutions, academic institutes and government organizations. Our dedicated R&D centers for Bristol Myers Squibb, Baxter and Amgen are an industry leading model with cutting-edge infrastructure, operating systems, processes, and procedures that comply with regulatory requirements with 1000+ dedicated scientists.

We are currently hiring for our dedicated center BMS with whom we have had a long-standing association for 15 years and are growing stronger. We have multiple positions open as we are setting up our Global Application Support team in India for Emerson Syncade and DeltaV which are key platforms in supporting the Manufacturing Execution System for various BMS manufacturing sites worldwide. 

We are seeking a highly skilled Lead Engineer to join our Application Support Team. The successful candidate will be responsible for leading a team of engineers who will meet their performance targets by providing high quality technical support to our worldwide users. The Lead Engineer will also be responsible for identifying opportunities for process improvements. 

Reporting to the Global Manager, the successful candidate will focus on supporting two main applications: Emerson Syncade and DeltaV. These two platforms are pivotal in supporting the Manufacturing Execution System for various BMS manufacturing sites globally. The Application Support Lead Engineer will be responsible for leading a team of approximately 8+ engineers who will identify and resolve technical issues including developing and maintaining relationships with key stakeholders. The candidate will be responsible for ensuring the team provides high-quality support services, meets its performance targets, and lead opportunities for process improvements. 

Key responsibilities include : 

Lead a team of engineers who provide 24/7 technical support of Emerson Syncade and DeltaV to our worldwide users, ensuring the team provides high-quality support services and meets its performance targets.  Triage and provide technical support to our users’ requests worldwide, with a focus on supporting Emerson Syncade and DeltaV. Support will be provided remotely. Develop and implement strategies to improve the quality and efficiency of the support services provided by the team. Identify opportunities for process improvements and automation, and work with Global Manager to implement these changes.  Develop and maintain relationships with key stakeholders, including users and team managers.  Work with Global Manager to develop and maintain policies and procedures for the application support team, ensuring that they are up-to-date and compliant with relevant regulations and standards. Work closely with Global Manager and report on the performance of the application support team, providing regular updates to senior management. Provide technical guidance, mentoring, leadership and support to the application support team, ensuring that team members have the necessary skills and knowledge to perform their roles effectively and the team members remain motivated and engaged. Team members will…  be focused on identifying and resolving complex technical issues, ensuring the issues are resolved in a timely and efficient manner,  document and record issues and escalations to help build a knowledge base, and  escalate to the successful candidate as needed.  Develop and maintain knowledge of EMES infrastructure, Emerson Syncade Software and DeltaV, ensuring that you are up to date with the latest features and functionality. Participate in training and development activities to enhance your skills and knowledge. Collect feedback and voice-of-customer and share with internal teams.  Work closely with support team and global manager to develop and maintain policies and procedures for the application support team, ensuring that they are up-to-date and compliant with relevant regulations and standards. 

Required Experience : 

BA/BS degree in Computer Science, Information Technology, Chemical Engineer or a related field. Associates or Technical degree or equivalent support / managerial experience will be considered.  5+ years of experience in application support, with at least 3 years in a management role, and 3+ years of experience in Emerson Syncade and/or DeltaV. 1-3 years relevant experience preferred such as in a team lead / management application support capacity.  Experience in providing technical support.  Strong analytical, problem solving, and technical skills, preferably with a focus on Emerson Syncade and DeltaV, with the ability to identify, resolve, and log technical issues. Excellent communication in English and interpersonal skills, with the ability to build relationships with stakeholders at all levels. Ability to work independently and as part of a team. Strong attention to detail and ability to prioritize tasks.  Willingness to learn and develop new skills. Demonstrated ability to collaborate across functions in a highly matrixed organization within a global setting.  Be experienced in working with manufacturing platforms (i.e. Oracle or similar), looking for opportunities where the systems could improve business effectiveness and customer service.  Strong problem solver and facilitator, especially in highly ambiguous situations.  Experience in pharma manufacturing and technology sector.  Experience working in a global environment with the ability to manage remote teams. 

Key skills desired : 

Ability to navigate ambiguity and solve problems in a fast-paced environment.  Strong technology acumen and understanding of the intersection of business & IT related challenges.  Ability to make complexities more easily understood through speech and written narrative, and possess excellent professional written and verbal communication as well as interpersonal skills.  Strong developer of effective partnerships and relationships with all levels and geographies.  Commitment and passion for achieving desired outcomes such as customer satisfaction (i.e., value, quality, speed and so on).  Be well-organized, able to manage multiple tasks, and prioritize effectively.  Possess patience and maturity and remain calm under pressure.  Strong leadership and management skills, with the ability to motivate and engage a team.  Display a sense of urgency in completion of key responsibilities.  Possess attention to detail. 

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