Support Analyst / BA

Amgen; India; On-site; INR 600,000 - 840,000; Full time

Job summary

Amgen in India seeks a dedicated Support Analyst to maintain software applications, ensure system performance, and minimize downtime. You will coordinate with product managers, designers, and engineers to deliver scalable solutions, automate operations, and monitor health.

The role emphasizes validation of computer systems per 21 CFR Part 11, experience with ALM/KNEAT, and strong testing fundamentals. Evening/night shifts may apply as required.

Qualifications

• Strong technical background with software development understanding.
• Experience implementing CSA guidance and validating computer systems.
• Experience with SQL/NoSQL databases and cloud-based systems.
• Experience supporting GMP applications and validated systems.

Responsibilities

• Provide ongoing support and maintenance for applications such as ALM and Kneat.
• Support and maintain SaaS applications and deploy code per designs.
• Develop, test and deploy code with guidance from senior team members.
• Create clear code documentation for features and handovers.
• Write unit and integration tests; assist in debugging existing systems.
• Perform application support and administration tasks including incident response and security reviews.
• Draft and review validation artifacts; ensure compliance with 21 CFR Part 11 and Annex 11.
• Support change management processes for validated systems.
• Collaborate with product management, design, and QA to deliver on time.

Skills

Technical background

Databases SQL/NoSQL

Cloud-based systems

CSA guidance

GMP applications

Testing methodologies

Communication skills

Incident management

Education

Master's degree

Bachelor's degree in CS/IT

Diploma in CS/IT

Job description

Career Category
Engineering
Job Description
ABOUT THE ROLE

Role Description:

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:

• - Master's degree and 1 to 3 years of experience in Computer Science, IT or related field experience OR- Bachelor's 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.