Sr. Engineer Front Line Application Support

Bristol-Myers Squibb - Devens, MA

Full-time - Mid Level

Devens, MA

Chemical Manufacturing

About the position

The Sr. Engineer Front Line Application Support at Bristol Myers Squibb is responsible for leading a remote team of engineers to provide high-quality technical support for critical manufacturing applications, specifically Emerson Syncade and DeltaV. This role involves ensuring operational efficiency, identifying process improvements, and maintaining strong relationships with stakeholders. The position requires a blend of technical expertise, leadership, and communication skills to effectively manage support services and drive team performance.

Responsibilities

• Engage with a remote team to provide 24/7 technical support for Emerson Syncade and DeltaV applications.
• Triage and resolve user requests, focusing on technical support for manufacturing applications.
• Develop and implement strategies for improving support service quality and efficiency.
• Identify opportunities for process improvements and automation in support services.
• Maintain relationships with key stakeholders, including users and team managers.
• Lead Digital Plant Tier 1 meetings and represent the team in Tier 2 meetings.
• Report planned outages and participate in outage planning meetings.
• Develop and maintain policies and procedures for the application support team.
• Provide technical guidance and mentoring to team members.
• Document issues and escalations to build a knowledge base.

Requirements

• BA/BS degree in Computer Science, Information Technology, Chemical Engineering, or a related field.
• 4-6 years of relevant experience in application support or team lead capacity.
• Experience in providing technical support, preferably with Emerson Syncade and DeltaV.
• Strong analytical, problem-solving, and technical skills.
• Excellent communication and interpersonal skills in English.
• Ability to work independently and collaboratively in a team environment.
• Strong attention to detail and task prioritization skills.
• Willingness to learn and develop new skills.
• Experience in pharma manufacturing and technology sector.

Nice-to-haves

• Experience working with manufacturing platforms like Oracle.
• Strong leadership and management skills.
• Ability to navigate ambiguity and solve problems in a fast-paced environment.

Benefits

• Competitive salary and benefits package.
• Opportunities for professional development and training.
• Flexible work environment with a focus on work-life balance.