Packaged/SaaS Application Engineer

Overview

Configure, support and maintain packaged or SaaS applications for Regulatory IT systems in a GxP-regulated Life Sciences R&D environment, owning day-to-day operational support, incident and problem management, and small-scale change work.

What you'll do

• Lead day-to-day operational support for Regulatory IT systems, ensuring high availability and reliability.
• Investigate issues, drive root cause analysis and resolution as a hands-on problem solver.
• Own Incident Management and Problem Management processes in alignment with ITIL best practices.
• Ensure timely communication, escalation and closure of incidents impacting business operations.
• Coordinate with vendors, internal IT teams and business stakeholders to resolve system issues efficiently.
• Support GxP-regulated applications, ensuring adherence to validation, compliance and data integrity requirements.
• Assist with audit readiness, including documentation support, evidence collection and response coordination.
• Ensure operational activities comply with SOPs, change control and regulatory expectations.
• Provide operational support for Document Management Systems (e.g., Documentum) and publishing/submission systems such as TRS, Lorenz, Axway and related platforms.
• Support job monitoring, queue management and system health checks to identify and prevent issues proactively.
• Perform initial triaging of system performance issues, including infrastructure or cloud-related (AWS) impacts, before escalation.
• Serve as a key point of contact for operational matters with external vendors.
• Communicate clearly with stakeholders on system status, incidents, risks and remediation plans.
• Manage and support small-scale projects, including minor upgrades, enhancements and operational improvements.
• Participate in change management, including impact assessments, implementation coordination and post-change validation support.
• Contribute to continuous improvement initiatives to enhance system stability, performance and support processes.
• Gather requirements and implement application enhancements with cross-functional teams.
• Monitor application performance, troubleshoot issues to minimize downtime, and document configuration changes and system updates.
• Assist junior team members by sharing knowledge and guidance on application support tasks.

What you'll need

• Minimum 3 years of experience in Life Sciences Research and Development.
• Proficiency in Life Sciences Research and Development.
• Strong problem-solving skills with a hands-on, proactive approach to issue resolution.
• Excellent communication and collaboration skills, with the ability to work effectively with diverse stakeholders and vendors.
• Practical experience with ITIL processes, particularly Incident Management and Problem Management.
• Experience managing or supporting small-scale IT projects in an operational or regulated environment.
• Experience configuring and supporting packaged or cloud-based software applications.
• Familiarity with standard tools, application programming interfaces and low-code platforms for application customization.
• Ability to manage software release cycles and ensure system stability and performance.
• Strong problem-solving skills to address technical challenges and optimize application functionality.
• 15 years full-time education.

Nice to have

• Experience with SSO configuration and user access management.
• Ability to perform basic troubleshooting and data validation for integrations using REST / AS2.
• Understanding of network-related activities, network tunnels, file share, AWS VPC, job scheduling, queue management and batch processing.
• Exposure to AWS or cloud-based environments, with the ability to perform initial triaging of infrastructure or performance-related issues.

Details

• Based at the Pune office.
• Expected to perform independently and become a subject matter expert.
• Required to actively participate and contribute in team discussions.