Sr. Engineer Front Line Application Support

Working with Us
Challenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams rich in diversity. Take your career farther than you thought possible.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: careers.bms.com/working-with-us.

We are seeking a highly skilled Sr. Engineer to join our Application Support Team. The successful candidate will be responsible for fully engaging 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.

Reporting to the Sr. Manager Front Line Application Support, the successful candidate will focus on supporting two main applications: Emerson Syncade and DeltaV. These two platforms are pivotal in supporting the Manufacturing Execution System for BMS manufacturing site. The Application Support Sr. Engineer will be responsible for 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 including developing and maintaining relationships with key stakeholders. The candidate will be responsible for ensuring the team provides high-quality support services, meets its performance targets, and lead opportunities for process improvements.

Key responsibilities include:

• 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, ensuring that they are up-to-date and compliant with relevant regulations and standards. 
• 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, ensuring that team members have the necessary skills and knowledge to perform their roles effectively and the team members remain motivated and engaged. Team members will…
  • be focused on identifying and resolving complex technical issues, ensuring the issues are resolved in a timely and efficient manner,
  • document and record issues and escalations to help build a knowledge base, and
  • escalate to the successful candidate as needed.
• Develop and maintain knowledge of EMES infrastructure, Emerson Syncade Software and DeltaV, ensuring that you are up to date with the latest features and functionality. 
• Participate in training and development activities to enhance your skills and knowledge.
• Collect feedback and voice-of-customer and share with internal teams.
• Work closely with support team and global manager to develop and maintain policies and procedures for the application support team, ensuring that they are up-to-date and compliant with relevant regulations and standards.  

Experience Required:

• BA/BS degree in Computer Science, Information Technology, Chemical En