Senior Engineer Front Line Application Support

2 days ago


Devens, Massachusetts, United States Bristol-Myers Squibb Full time
Job Description

We are seeking a highly skilled Sr. Engineer to join our Application Support Team at Bristol-Myers Squibb.

The successful candidate will be responsible for leading 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 and 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.

The candidate will be responsible for ensuring the team provides high-quality support services, meets its performance targets, and leads opportunities for process improvements.

Key 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.
  • 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.
Requirements:
  • BA/BS degree in Computer Science, Information Technology, Chemical Engineer, or a related field.
  • 4-6 years of relevant experience, preferably in a team lead/management application support capacity.
  • Experience in providing technical support, with a focus on Emerson Syncade and DeltaV.
  • Strong analytical, problem-solving, and technical skills.
  • Excellent communication and interpersonal skills.
  • 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.


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