Lead Enterprise Application Support

JOB DESCRIPTION

Job Title: Lead Enterprise Applications

Job Location: Bangalore

About Syngene :  Syngene (www.syngeneintl.com) is an innovation-led contract research, development and manufacturing organization offering integrated scientific  services from early discovery to commercial supply.

At Syngene, safety is at the heart of everything we do personally and professionally. Syngene has placed safety at par with business performance with shared responsibility and accountability, including following safety guidelines, procedures and SOPs, in letter and spirit

Mandatory expectation for all roles as per Syngene safety guidelines

• Overall adherence to safe practices and procedures of oneself and the teams aligned
• Contributing to development of procedures, practices and systems that ensures safe operations and compliance to company’s integrity & quality standards
• Driving a corporate culture that promotes environment, health, and safety (EHS) mindset and operational discipline at the workplace at all times.
• Ensuring safety of self, teams and lab/plant by adhering to safety protocols and following environment, health, and safety (EHS) requirements at all times in the workplace.
• Ensure all assigned mandatory trainings related to data integrity, health, and safety measures are completed on time by all members of the team including self
• Compliance to Syngene’ s quality standards at all times

Core Purpose of the Role :

Lead Digital & IT Enterprise Applications is responsible for leading the strategy, development, implementation, and lifecycle management of enterprise applications across the organization. This role ensures that application ecosystems are scalable, secure, and aligned with business objectives, enabling operational excellence and digital transformation.

Role Accountabilities:

1. Application Strategy & Roadmap

• Define and drive the enterprise applications strategy aligned with business goals and digital transformation initiatives
• Develop and own the applications roadmap, including modernization, consolidation, and optimization
• Evaluate emerging technologies and recommend adoption to enhance business capabilities

2. Application Delivery & Lifecycle Management

• Oversee end-to-end application lifecycle management (design, build, test, deploy, support, and enhancement)
• Ensure timely and quality delivery of projects within scope, budget, and timelines
• Drive adoption of Agile, DevOps, and modern delivery methodologies

3. Team Leadership & Capability Building

• Lead and mentor a high-performing team of application managers, developers, and analysts
• Build future-ready capabilities in areas such as cloud, automation, and AI-enabled applications
• Foster a culture of innovation, ownership, and continuous learning

4. Vendor & Stakeholder Management

• Manage relationships with implementation partners, SaaS providers, and system integrators
• Oversee vendor performance, contracts, and SLAs
• Optimize sourcing strategy (build vs buy vs partner)

5. Governance, Risk & Compliance

• Establish strong application governance frameworks
• Ensure compliance with security, regulatory, and data privacy requirements
• Drive risk mitigation and ensure business continuity planning

6. Operational Excellence & Support

• Ensure high availability, performance, and reliability of business-critical applications
• Drive incident, problem, and change management processes
• Implement metrics and dashboards to monitor application health and performance

7. Digital Transformation & Innovation

• Lead initiatives in automation, AI/ML, analytics, and cloud transformation
• Identify opportunities to enhance user experience and productivity
• Champion digital adoption across business units

8. Application Migration & Modernization

• Lead enterprise application migration programs, including legacy-to-cloud, on-premise-to-SaaS, and data centre exit initiatives
• Define and execute application modernization strategies (re-host, re-platform, re-architect, refactor, and re-engineer) to reduce technical debt
• Drive cloud migration of business-critical applications with minimal disruption to operations
• Modernize legacy systems through microservices, containerization, and API-led architectures
• Establish migration governance, risk assessment, and rollback / contingency planning to ensure business continuity
• Optimize total cost of ownership (TCO) through rationalization, decommissioning, and modernization of the application portfolio

9. ServiceNow Now Assist & Agentic AI Platform

• Lead the strategy, build-out, and enterprise adoption of the ServiceNow platform, including Now Assist (Generative AI) and the Agentic AI platform for autonomous, AI-driven workflows
• Drive deployment of Now Assist across ITSM, HRSD, CSM, and other workflows to deliver AI-powered automation, virtual agents, and productivity gains
• Establish and scale AI Agents / agentic automation to autonomously resolve tasks, orchestrate processes, and augment employee and customer experiences
• Govern and expand the ServiceNow App Engine (low-code / no-code) platform to enable rapid, citizen-developer application development with appropriate guardrails
• Define platform governance, instance management, and best practices for ServiceNow upgrades, integrations, and AI/ML analytics
• Build internal capability and a Centre of Excellence around ServiceNow, Now Assist, Agentic AI, and App Engine

10. Enterprise Application Support & Managed Services

• Own the enterprise application support model, ensuring stable, reliable, and high-quality L1/L2/L3 support across all business-critical applications
• Define and govern the third-party / managed services support model, including outsourced support partners, AMS (Application Managed Services) providers, and offshore/onshore delivery teams
• Establish and monitor SLAs, KPIs, and service-quality metrics for in-house and managed-services support, driving continuous improvement
• Manage transition and knowledge transfer of application support to managed-services partners with minimal business disruption
• Optimize support cost, coverage, and the sourcing mix (in-house vs managed services) while ensuring compliance and business continuity

Syngene Values

All employees will consistently demonstrate alignment with our core values

•  Excellence
•  Integrity
•  Professionalism

Key Skills & Competencies

Leadership & Behavioral

• Strong leadership presence with ability to influence senior stakeholders
• Strategic thinking with execution excellence
• High ownership and accountability mindset
• Strong collaboration and stakeholder management skills

Functional / Technical

• Deep understanding of enterprise application landscapes (ERP, CRM, HCM, LIMS, etc.)
• Experience in cloud platforms (Azure/AWS/GCP) and SaaS ecosystems
• Hands-on expertise with the ServiceNow platform, including Now Assist (Gen AI), Agentic AI / AI Agents, App Engine (low-code/no-code), and AI/ML analytics
• Ability to architect and scale low-code/no-code (ServiceNow App Engine) and agentic AI solutions across enterprise workflows
• Familiarity with integration architectures (APIs, middleware)
• Knowledge of cybersecurity and data governance principles
• Strong grasp of Agile, DevOps, and ITIL frameworks
• Experience managing enterprise application support and third-party / managed-services (AMS) models, including SLA governance and vendor-delivered support
• Proven expertise in application migration and modernization (legacy modernization, cloud migration, re-platforming, and re-architecting)
• Hands-on experience with migration frameworks, containerization (Docker / Kubernetes), and microservices-based architectures

Experience & Qualifications

• Bachelor’s degree in Engineering / IT; Master’s degree (MBA / relevant field) preferred
• Mastery in IT and in applications leadership roles
• Proven track record in leading large-scale application portfolios and transformation programs
• Experience in regulated industries (e.g., pharma, biotech, healthcare) is an advantage (if relevant to your org)

Equal Opportunity Employer:

It is the policy of Syngene to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by applicable legislation or local law. In addition, Syngene will provide reasonable accommodation for qualified individuals with disabilities.