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 robust 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

📌 Manager, PLM Support (Hyderabad)
🏢 Amgen
📍 Hyderabad