Global Manager Application Support

Job Description Location : Bengaluru, India Categories : Manufacturing, Information Technology, Call Center Position Type : Full Time About Syngene: Syngene () 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
• Hold self and their teams accountable for the achievement of safety goals
• Govern and Review safety metrics from time to time.

Job Purpose: We are seeking a highly skilled & experienced Global Manager to lead our Application Support team. The successful candidate will be responsible for managing a team of engineers who provide technical application support to our users worldwide, ensuring that the team provides high-quality support services and meets its performance targets. The Global Manager will also be responsible for identifying opportunities for process improvements and ensuring the team adheres to all relevant policies and procedures. Being a global manager you will be responsible for managing technical support to end users worldwide, with a 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 around the globe. In sum, the Global Manager will be responsible for managing a team of approximately 30+ engineers who will identify and resolve technical issues. Key responsibilities include :

• Manage a team of engineers who provide 24/7 Tier 1/2 application technical support of Emerson Syncade and DeltaV to our users worldwide, ensuring the team provides high-quality support services and meets its performance targets. Manage escalations to Tier 2/3 support as required.
• Triage and provide technical support to our users’ requests worldwide, with a focus on supporting Emerson Syncade and DeltaV. Support will be provided remote.
• 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 implement these changes. For example, evolve the support strategy for improved cost efficiency and resource utilization.
• Develop and maintain relationships with key stakeholders, including users, internal teams, and team managers.
• Ensure that the team meets its performance targets, including response times, resolution times, and site satisfaction ratings.
• 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 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 the team is up to date with the latest features and functionality.
• Participate in training and development activities to enhance the team’s skills and knowledge.
• Collect feedback and voice-of-customer and share with internal teams.
• 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.
• Support development and maintenance of application engineers training and onboarding program.
• Support a knowledge management strategy including generating training content and mentoring when required.
• Collect, analyze, trend, report incident data and find improvement opportunities with Local sites and EMES team.

Experience required :

• BA/BS degree in Computer Science, Information Technology, or a related field. Associates or Technical degree or equivalent support / managerial experience will be considered.
• 7+ years of experience in application support, with at least 3 years in a management role, and 5+ years of experience in Emerson Syncade and/or DeltaV.
• Experience in managing technical support related to enterprise level applications.
• Strong knowledge of regulatory landscape and demonstrated experience with software validation.
• 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.
• Strong leadership and management skills, with the ability to motivate and engage a team.
• Experience in developing and implementing policies and procedures.
• Experience in managing budgets and resources.
• Experience in working in a global environment, with the ability to manage remote teams.
• Demonstrated ability to collaborate across functions in a highly matrixed organization 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.

Key skills desired :

• Ability to navigate ambiguity and problem solve in a fast-paced environment.
• Strong technology acumen and understanding of the intersection of business & IT related challenges.
• Ability to make the complex more easily understood through speech and written narrative, thus possess excellent professional written and verbal communication (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.
• 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.

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.