Title:  Application Support Engineer

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. 

Reporting to the Application Support Lead Engineer, the successful candidate will be responsible for providing technical support to end users, with 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 Engineer will identify and resolve technical issues including developing and maintaining relationships with key stakeholders. 

As an Application Support Engineer, you will be providing front line support to the Cell Therapy division for 4 offshore locations: Bothell, WA + Leiden, NL + Devens, MA + Summit, NJ.

Note: This is a 24/7 technical support position and we are looking for people who are comfortable working in rotational shifts.

Key responsibilities include: 

• Triage and provide technical support to our users’ requests, with focus on supporting Emerson Syncade and DeltaV.   
• Work closely with our users to identify and resolve technical issues, ensuring that they are resolved in a timely and efficient manner.   
• Work independently and with internal teams to identify and resolve complex technical issues.  
• Document and record issues and escalations in ServiceNow to help build and maintain a knowledge base related to technical aspects of the platforms.  
• Follow escalation processes and interface with different tier teams as needed. 
• Proactively provide status updates. 
• 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.   
• Work closely with team leads and the global manager to maintain standard processes for the application support team, ensuring they are up-to-date and compliant with relevant regulations and standards.   
• Provide technical guidance and support to the new application support team engineers, ensuring that team members have the necessary skills and knowledge to perform their roles effectively.   
• Participate in training and development activities to enhance your skills and knowledge.  

• Collect feedback and Voice-Of-Customer (VoC) and share with internal teams. 

Preferred Experience: 

• BA/BS degree in Computer Science, Information Technology, Chemical Engineer or a related field. Associates or Technical degree will be considered. 
• 1+ years' experience, pharmaceutical industry experience preferred. 
• 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. 

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). 

• Be well organized, able to manage multiple tasks, and prioritize effectively. 
• Possess patience and maturity and remain calm under pressure. 
• Display a sense of urgency in completion of key responsibilities. 
• Possess attention to detail. 

Travel required: 

• No travel required