Manager, PLM Support

Amgen Inc; Hyderabad; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Amgen Inc in Hyderabad is seeking an experienced Enterprise Systems Support Lead to manage the enterprise systems support team, ensuring stability and continuous improvement of Amgen's technology platform. You will monitor production issues, troubleshoot critical problems, and drive enhancements for efficient digital operations.

The ideal candidate will lead L2/L3 support for 3DEXPERIENCE PLM, collaborate with cross-functional and global teams, and ensure delivery within a fast-paced, compliant

Qualifications

• Masters / Bachelor's degree in Engineering with 10–14 years of experience.
• Strong knowledge of 3DEXPERIENCE capabilities and troubleshooting.
• Experience managing technology solutions involving ENOVIA, DELMIA, CATIA, and NETVIBES.
• Experience applying Scaled Agile Framework (SAFe) and collaborating across global teams.

Responsibilities

• Provide L2/L3 support by investigating incidents, coordinating fixes, and ensuring effective root-cause analysis.
• Lead a team of Support analysts; train and coach junior members supporting 3DEXPERIENCE PLM.
• 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 and security compliance.
• Produce weekly health/status reports and respond to ad-hoc service requests.
• Document procedures and contribute to knowledge bases; share best practices with global peers.

Skills

3DEXPERIENCE

ENOVIA

DELMIA

CATIA Report Generator

NETVIBES

Scaled Agile Framework SAFe

GxP applications

cross-functional collaboration

Education

Masters / Bachelor's degree in Engineering

Tools

3DEXPERIENCE

ENOVIA

DELMIA

CATIA Report Generator

NETVIBES

Job description

Role Description:

In this vital role you will manage the enterprise systems support team and ensure the stability and continuous improvement of Amgens 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 supportinvestigating incidents, coordinating fixes, and ensuring effective root-cause analysis.
• Lead a team of Support analysts. Train, coach and guide the junior members insupporting 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 hypercare.

Basic Qualifications and Experience:

• Masters / 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).

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