Team Lead - Application Support Engineer

Designation: Sr Application Support Engineer

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

Job Description

At Bristol Myers Squibb (BMS), we are inspired by a single vision – transforming patients’ lives through science. In oncology, hematology, immunology, and cardiovascular disease – and one of the most diverse and promising pipelines in the industry – each of our passionate colleagues contribute to innovations that drive meaningful change. We bring a human touch to every treatment we pioneer. Join us and make a difference.

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

Reporting to the Sr. Manager Front Line Application Support, 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 BMS manufacturing site. The Application Support Sr. Engineer will be responsible for ensuring the smooth operation of MFG support in direct communication with remote site lead for site and approximately 8+ remote 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:

• Work in step with remote site lead and 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 at site, with a focus on supporting Emerson Syncade and DeltaV. 
• 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.
• Lead Digital Plant Tier 1 meeting cadence, represent FLS in DP Tier 2 meetings
• Report planned outages to site and represent site in planned outage planning meetings both globally and site specific.
• Work with Sr. Manager Front Line Application Support 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 Remote FLS 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.  

Experience Required:

• 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.
• Should have 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.

Travel required:

• 5-10%

We are passionate about making an impact on the lives of patients with serious diseases across the world. Empowered to apply our individual talents and diverse perspectives in an inclusive culture, our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with resources to pursue their goals, both at work and in their personal lives.

Behavioral Skills:

• Good oral, written communication and presentation skills to work in a multi-disciplinary team.

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 accommodations for qualified individuals with disabilities.