MES Application Support

Key Responsibilities

• Provide L2 application support for POMSnet applications.
• Troubleshoot and resolve application incidents and user-reported issues.
• Perform initial analysis, root-cause investigation, and coordinate with technical/vendor teams for resolution.
• Support application configuration, deployments, upgrades, and production support activities.
• Work with manufacturing/site users to understand and resolve MES-related issues.
• Follow applicable GxP, change-control, and support processes within a pharmaceutical environment.
• Maintain troubleshooting and knowledge documentation.

Required Skills

• 3–5 years of relevant experience in MES application support.
• Hands-on experience with POMSnet or another MES platform.
• Experience working within the pharmaceutical/life-sciences domain.
• Good understanding of manufacturing/MES processes.
• Strong troubleshooting, incident analysis, and application-support skills.
• Good communication and stakeholder coordination skills.

Good to Have

• Experience handling incidents/service requests using ServiceNow (SNOW).
• Exposure to SQL/database troubleshooting, application interfaces/integrations, and Windows/server environments.
• Experience supporting validated/GxP applications.
• MES application integration with SAP, DCS, Bartender and others

Detailed Responsibilities

• Provide functional and technical production support for MES POMSnet applications across multiple pharma manufacturing sites, ensuring system availability and business continuity.
• Perform advanced troubleshooting and root cause analysis to diagnose and resolve complex issues related to Manufacturing Execution Systems (MES) and integrated applications.
• Configure, maintain, and optimize MES application settings to meet business, operational, and regulatory requirements.
• Create, maintain, and update technical documentation, SOPs, support procedures, and system configuration records in compliance with GxP standards.
• Ensure adherence to regulatory and compliance requirements, including FDA regulations, 21 CFR Part 11, GAMP 5, and other pharmaceutical industry standards.
• Develop and maintain knowledge base articles, troubleshooting guides, and best practices to improve operational efficiency and reduce recurring incidents.
• Collaborate with Manufacturing, Quality Assurance (QA), Validation, and IT teams, providing regular updates on incidents, service requests, changes, and ongoing support activities.
• Monitor system health and application performance, proactively identifying risks and implementing corrective and preventive actions (CAPA) to ensure system stability.
• Mentor and guide junior analysts and team members on MES applications, support processes, pharmaceutical compliance requirements, and industry best practices.
• Coordinate incident, problem, change, and release management activities to ensure timely resolution and controlled system changes.
• Support MES upgrades, enhancements, deployments, and hypercare activities to ensure successful implementation and smooth post-deployment stabilization.
• It's preferred the candidate possessess strong functional knowledge of pharmaceutical manufacturing processes, including MES operations, dispensing/weigh & dispense, recipe execution, and shop floor manufacturing processes, along with hands-on experience in MES tools (POMSnet/ PAS-X/ Syncade/ FTPS or similar) and ServiceNow (SNOW) for production support activities.