Manager, PLM Support

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