Title:  Business Technician

Driven by a bold pursuit of science and fueled by an unwavering commitment to patients, Sun Pharma is a leading global pharmaceutical company, providing high-quality medicines trusted by healthcare professionals and patients.

As part of our mission to Reach People and Touch Lives, we deliver Innovative Medicines, Generics and Consumer Healthcare products that improve the lives of millions of people. With a broadly diversified portfolio of products that span multiple therapeutic areas, we improve access to effective, affordable treatments that promote better health and well-being.

Job purpose

This position’s primary focus is on the technical support of Manufacturing Execution System (MES) and other process technology management systems (e.g. ERP, Serialization, T&T, etc.), running on the production shop floor. Additionally, an extra focus will be on other MES related activities, especially Recipe Design and testing.

Duties and responsibilities

• Provide end user technical support for MES (Manufacturing Execution System), Lab Systems and Serialization software/hardware.
• Support, install, configure and troubleshoot variety of MES and Serialization issues, software’s, computers/tablets and external devices on site or remotely
• Provide application support such as issuing IT tickets, installing, troubleshooting, etc.
• Generate manuals for users to execute day to day basic activities
• Assist with integrating equipment with MES, such as Scales, pH Meters, Mixing Vessels, etc.
• Troubleshoot issues on Shopfloor systems, equipments..etc
• Understand and analyze user requests to identify the priority and impact
• Study technical manuals and user guides in order to find and implement solutions to existing problems
• Replicate technical issues encountered by the users for further investigation with Developers
• Collect and maintain ITSM ticket log of problems encountered on the shop floor by users and the respective solutions
• Maintain and document hardware and software assets by location, department and user
• Support and provide end user training on MES and other process technology management systems used on the shop floor
• Liaise with IT assisting to apply system updates, patches, configuration changes as per established procedures
• Execute tests and qualification protocols to support implementation of new systems and installation of equipment
• Support creation of MES Master Batch Records (MBR) and documentation
• Support the maintenance of MES Master data, MBRs, GMBRs, Library elements, EQM State diagrams etc. on an ongoing basis
• Liaise with IT assisting to maintain MES software servers
• Perform the duties of system admin and provide access rights to approved users
• Complete all GMP Documentation correctly and in a timely manner
• Complete all training assignments and maintain personal training records
• Other duties as assigned

Additional responsibility (Only applicable to customer facing roles)

Report any adverse event received from customers for company products to the pharmacovigilance department / Drug Safety on the same day or within 1 business day

Qualifications

Required

• Bachelor’s Degree or Diploma in Engineering, Business, Computer Science, or a related discipline
• Minimum 2–3 years of experience working in an IT Help Desk or IT Support role
• Experience in a manufacturing environment; pharmaceutical industry experience is preferred, with a solid understanding of Quality Assurance (QA) and Quality Control (QC). Candidates from other manufacturing industries will also be consideredMinimum 2–3 years of IT support experience, with foundational knowledge of IT systems support and troubleshooting. Demonstrates a willingness to learn, ability to work under pressure, and a strong customer‑service mindset

Preferred

• Working knowledge of Windows Server, Computer Networking, Windows 10, Citrix , Print Server - Minimum  2 to 3 years preferred
• Experience in supporting client-server type application in manufacturing environment, previous experience dealing vendor application support - Minimum 2 to 3 years
• High level of proficiency in suite of Microsoft Office products (Word, Excel, PowerPoint, etc.)
• Extensive Programming or computer logic knowledge/experience preferred.
• Experience with documentation or technical writing
• Strong listening skills and  ability to pick-up details from documents
• Knowledge of process flow and logic diagrams/drawings.
• Experience working with design or other software applications.
• Excellent written and verbal communication skills, ability to communicate and work effectively in a team-based environment.
• Previous exposure to fast paced demanding environments and under high pressure situations
• Ability to do whatever it takes to get the job done
• Strong Team player with customer service focus competency including effective written and oral communications skills.
• Personable, and able to maintain an excellent relations with users
• Good organizational & time-management skills.
• Priority setting ability within an entrepreneurial client community, a rapidly growing and changing company, and a wide and varied set of user requests
• Ability to Negotiate with internal staff, contractors, consultants and vendors
• Proactive and self-motivated

Working conditions

• Working in the office with immediate presence on the manufacturing shop floor as required for the support
• General working hours - 8 hours rotating shift every two weeks (9 a.m. to 5 p.m.) may be expected during time of training and special activities.
• Flexibility to be at site and varying work schedules to including weekends as its a 24/7 site.  Training assignments may involve working rotating shifts.
• Ability to work under dynamic and evolving business objectives along with emerging constraints

Physical requirements

• Office/Manufacturing Shop floor based
• Ability to lift computer hardware, monitors, peripherals Printers, network switches etc as required
• Standing/Walking for extended period of times to provide end user support 

Direct reports

NA

This posting is for an existing vacancy.

The presently-anticipated base compensation pay range for this position is $59,000 to $73,500. Actual base compensation may vary based on a number of factors, including but not limited to geographical location and experience. In addition, this position is part of the Annual Performance Bonus Plan. Employees are eligible to participate in Company employee benefit programs which include medical, dental and vision coverage; life insurance; RRSP savings plan; and the employee assistance program. Employees also receive various paid time off benefits, including vacation time and sick time.

The compensation and benefits described above are subject to the terms and conditions of any governing plans, policies, practices, agreements, or other materials or documents as in effect from time to time, including but not limited to terms and conditions regarding eligibility. If hired, the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company, or individual department/team performance, and market factors.

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees as assigned to this job. Nothing herein shall preclude the employer from changing these duties from time to time and assigning comparable duties or other duties commensurate with the experience and background of the incumbent(s).

We provide equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, ethnic origin, citizenship, ancestry, sex, age, marital status, family status, physical or mental disability, gender identity, gender expression or any other ground protected by applicable human rights legislation.

The Company uses artificial intelligence to screen, assess or select applicants.

Notice to Agency and Search Firm Representatives:   Sun Pharmaceuticals Industries, Inc. (Sun) is not accepting unsolicited resumes from agencies and/or search firms for this job posting.  Resumes submitted to any Sun employee by a third party agency and/or search firm without a valid written & signed search agreement, will become the sole property of Sun.  No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.