Application Support Engineer

Job Title: Application Support Engineer

Job Location: Onsite ( Bengaluru)

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:

• 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.

Basic Qualifications:

• BE/BTech/MSc degree in Computer Science, Information Technology, Instrumentation or Electronics Engineer or a related field.

• Strong analytical, problem solving, and technical skills, 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.

• 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

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.