Sr. Engineer, Front Line Application Support

Bristol-Myers Squibb - Summit, NJ

Full-time - Mid Level

Summit, NJ

Chemical Manufacturing

About the position

Bristol Myers Squibb is seeking a highly skilled Sr. Engineer to join our Application Support Team. This role is pivotal in ensuring the smooth operation of our Manufacturing Execution System (MES) by providing high-quality technical support for two main applications: Emerson Syncade and DeltaV. The successful candidate will engage with a remote team of engineers, ensuring they meet performance targets while identifying opportunities for process improvements. The Lead Engineer will work closely with the Sr. Manager Front Line Application Support and will be responsible for direct communication with site leads and approximately 8+ remote engineers. This position requires a proactive approach to triaging and resolving technical issues, developing relationships with key stakeholders, and leading initiatives to enhance the quality and efficiency of support services. The Application Support Sr. Engineer will play a crucial role in maintaining the operational integrity of the applications, ensuring that the team provides timely and effective support to users worldwide. This includes leading meetings, reporting on planned outages, and developing policies and procedures that comply with relevant regulations. The candidate will also be responsible for mentoring team members, ensuring they have the necessary skills and knowledge to perform their roles effectively. The role demands a strong focus on identifying and resolving complex technical issues, documenting processes, and maintaining up-to-date knowledge of EMES infrastructure and application functionalities. Participation in training and development activities is also expected to enhance skills and knowledge in this dynamic environment.

Responsibilities

• 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.
• 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.

Requirements

• BA/BS degree in Computer Science, Information Technology, Chemical Engineering or a related field preferred. Associates or Technical degree or equivalent support/managerial experience will be considered.
• 4-6 years 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.

Nice-to-haves

• 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.

Benefits

• Competitive salary and benefits package
• Opportunities for professional development and training
• Flexible work environment
• Health and wellness programs
• Diversity and inclusion initiatives
• Employee assistance programs