Support Analyst / BA

Amgen Technology; Hyderabad; On-site; INR 600,000 - 800,000; Full time

Job summary

Amgen Technology seeks a skilled Support Analyst to maintain and support software applications, ensure availability and performance, and automate operations. You will collaborate with product managers, designers and engineers to deliver high-quality, scalable solutions and respond to incidents to minimize downtime.

Responsibilities include supporting ALM and Kneat, maintaining SaaS apps, drafting validation artifacts, and ensuring compliance with 21 CFR Part 11 and Annex 11.

Qualifications

• Strong technical background with software development processes and databases.
• Experience implementing CSA guidance and validating computer systems.
• Experience with SQL/NoSQL databases and testing methodologies.
• Previous experience supporting GMP applications.

Responsibilities

• Provide ongoing support and maintenance for applications such as ALM and Kneat.
• Maintain existing code and configuration for SaaS applications.
• Develop, test and deploy code with guidance from seniors; follow best practices.
• Generate clear documentation for new and existing features.
• Assist in writing unit and integration tests and troubleshoot issues.
• Handle incident response management and security reviews.
• Draft and review validation artifacts and ensure regulatory compliance.
• Support change management for validated systems and collaborate across teams.
• Stay updated with trends and technologies; work with global teams.

Skills

Software development

Cloud-based systems

CSA guidance

Database experience

GMP applications

Testing methodologies

Education

Masters + 1-3 yrs OR Bachelors + 3-5 yrs OR Diploma + 7-9 yrs

Tools

ALM

KNEAT

SQL

NoSQL

Job description

ABOUT THE ROLE

We are seeking a highly skilled Support Analysist to join our team. You will be responsible for Supporting and maintaining software applications and solutions that meet business needs and ensuring the availability and performance of critical systems and applications. This role involves working closely with product managers, designers, and other engineers to create high-quality, scalable software solutions and automating operations, monitoring system health, and responding to incidents to minimize downtime.

Roles Responsibilities

• Provide ongoing support and maintenance for applications such as ALM and Kneat, ensuring that they operate smoothly and efficiently.
• Maintain existing code and configuration: Support and maintain SaaS applications
• Development Deployment: Develop, test, and deploy code based on designs created with the guidance of senior team members. Implement solutions following best practices for code structure and efficiency.
• Documentation: Generate clear and concise code documentation for new and existing features to ensure smooth handovers and easy future reference.
• Testing Debugging: Assist in writing unit and integration tests to validate new features and functionalities. Support troubleshooting and debugging efforts for existing systems to resolve bugs and performance issues.
• Perform application support and administration tasks such as periodic review, incident response management and resolution, and security reviews.
• Draft and review various validation artifacts.
• Ensure all documents are compliant with 21 CFR Part 11, Annex 11, and other relevant regulations.
• Support change management processes for validated systems.
• Work closely with cross-functional teams, including product management, design, and QA, to deliver high-quality software on time.
• Stay updated with the latest trends and technologies, and related fields.

Functional Skills

• Must-Have Skills: Strong technical background, including understanding software development processes, databases, and cloud-based systems.
• Experience implementing CSA guidance and validating computer systems.
• Experience working with databases (SQL/NoSQL).Strong foundational knowledge of testing methodologies.
• Previous experience supporting GMP applications

Good-to-Have Skills

• Basic understanding of Veeva Validation Management/ALM/KNEAT.
• Strong understanding of SaaS, Change Control, Incident Management, document management.
• Excellent communication skills, with the ability to convey complex technical concepts.

Professional Certifications

NA

Soft Skills

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

Basic Qualifications

Masters degree and 1 to 3 years of experience in Computer Science, IT or related field experience OR Bachelors degree and 3 to 5 years of experience in Computer Science, IT or related field experience OR Diploma and 7 to 9 years of experience in Computer Science, IT or related field experience

Shift Information

This position requires you to work a later shift and may be assigned a second shift schedule. Candidates must be willing and able to work during evening or night shifts, as required based on business requirements.