Manager, PLM Support

Biopharma Careers; Hyderabad; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Amgen in Hyderabad, India seeks an experienced enterprise systems support lead to manage L2/L3 support, ensure stability of the technology platform, and drive enhancements for global digital operations.

The ideal candidate will have expertise in 3DEXPERIENCE PLM (ENOVIA, DELMIA, CATIA), strong SAFe background, and a proven track record in cross-functional collaboration and GxP documentation.

Qualifications

• Master’s/Bachelor’s degree with 10–14 years of engineering experience.
• Proven experience supporting enterprise applications (3DEXPERIENCE PLM) including ENOVIA/DELMIA/CATIA.
• Experience applying GxP controls and SAFe/Scaled Agile practices.
• Excellent cross-functional collaboration and proactive problem solving.

Responsibilities

• Provide L2/L3 support, investigate incidents, and ensure root-cause analysis.
• Lead a team of support analysts for the 3DEXPERIENCE PLM platform.
• Coordinate with software vendors and global teams to resolve issues.
• Perform proactive maintenance to sustain high availability and security compliance.
• Maintain GMP/GxP documentation and support audits as needed.

Skills

3DEXPERIENCE triage

SAFe

Stakeholder collaboration

Troubleshooting

Education

Master's / Bachelor's degree

Tools

3DEXPERIENCE

ENOVIA

DELMIA

CATIA Report Generator

NETVIBES

Job description

Career Category

Information Systems

Job Description

ABOUT AMGEN

Amgen harnesses the best of biology and technology to fight the world's toughest diseases, and make people's lives easier, fuller and longer. We discover, develop, manufacture and deliver innovative medicines to help millions of patients. Amgen helped establish the biotechnology industry more than 40 years ago and remains on the cutting-edge of innovation, using technology and human genetic data to push beyond what's known today.

ABOUT THE ROLE

In this vital role you will manage the enterprise systems support team and ensure the stability and continuous improvement of Amgen's technology platform. Partnering with a diverse, global team, you will monitor production issues, troubleshoot business-critical issues, and drive enhancements that keep our digital operations running efficiently.

The ideal candidate will have a proven track record of supporting users, troubleshooting technology issues, and drive towards quick resolutions in enterprise applications such as 3DEXPERIENCE Cloud platform. Collaboration with cross-functional and global teams is required to ensure seamless integration and operational excellence. The ideal candidate will have a strong background in the end-to-end software development lifecycle and a Scaled Agile practitioner.

Roles & Responsibilities

• Provide L2/L3 support, investigating incidents, coordinating fixes, and ensuring effective root-cause analysis.
• Lead a team of Support analysts. Train, coach, and guide the junior members in supporting 3DEXPERIENCE PLM platform.
• Coordinate with software vendors, technology teams and business stakeholders to track, and resolve issues.
• Perform proactive maintenance (patching, SRT testing, upgrades) to sustain high availability, maintain compliance with information security needs.
• Produce reports and share weekly status updates on the health of the system.
• Respond to ad-hoc service and reporting requests while balancing multiple priorities in a fast-paced environment.
• Read and apply Quick Reference Guides (QRGs) and knowledge articles for effective troubleshooting.
• Document procedures, contribute to knowledge bases, and share best practices with global peers.
• Create and maintain accurate GXP documentation of configurations, processes, and changes.
• Align with DevOps team on changes introduced in non-production and production environments.
• Follow GxP process when introducing changes to GxP environments.
• Respond to GxP audits as needed.
• Be the voice of the customer and be willing to go the extra mile to unblock their work.
• Proactively engage with product teams to understand the changes being introduced to the system, actively support during hyper-care.

Basic Qualifications and Experience

Master's / Bachelor's degree with 10-14 years of experience in Engineering

Functional Skills: Must-Have Skills

• Good understanding of 3DEXPERIENCE capabilities and ability to triage and troubleshoot issues.
• Experience in managing technology solutions involving one or more of the following - ENOVIA, DELMIA, CATIA Report Generator, NETVIBES.
• Technical/Functional experience solutioning and supporting GxP applications across Engineering, Clinical, Commercial and Quality functions.
• Understanding of software configurations and propagation of configurations across tenants.
• Must be flexible and able to manage multiple activities and priorities with minimal direction in a rapidly changing and demanding environment.
• Exceptional collaboration, communication and interpersonal skills to effectively manage stakeholder relationships and build new partnerships.
• Experience in applying technology best practice methodologies: Scaled Agile (SAFe).

Functional Skills: Good-to-Have Skills

• Experience in a support role within a pharmaceutical or technology organization.
• Experience in software development lifecycle.
• Experience using and adoption of Scaled Agile Framework (SAFe).
• Strong analytic/critical-thinking and decision-making abilities.
• Ability to work effectively in a fast-paced, dynamic environment.
• Broad working knowledge of key IS domains and layers.

Professional Certifications

• Scaled Agile Framework (SAFe) for Teams (preferred)

Soft Skills

• Exceptional collaboration and communication skills.
• High degree of initiative and self-motivation.
• Ability to manage multiple priorities successfully.
• Team-oriented with a focus on achieving team goals.
• Excellent analytical and troubleshooting skills.
• Strong verbal and written communication skills.
• Ability to work effectively with global, virtual teams.

EQUAL OPPORTUNITY STATEMENT

Amgen is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.