TITLE: Application Support Specialist
Work Location: Bangalore
Reporting To: Manager
OVERALL OBJECTIVES:
Prior experience in supporting one or more of the GxP laboratory systems such as Open Lab, Empower, Chromeleon, Mass Hunter, Lab Solutions, winKQCL, Softmax Pro, Lab X, OMNIS, Cary UV, Sievers Data Pro and/or others. With hands on mentality, identify, diagnose and resolve system and application related problems. Provide 1st, 2nd and 3rd level support for the assigned applications. Review and approve validation documents and create SOPs for the general use of the application in a GxP environment.
ROLES & RESPONSIBILITIES:
- Provide support for P1 to P4 issues and escalate the same to other teams incl. the vendor until a resolution is obtained.
- Perform quarterly audit compliance tasks of the system along with reviews of the applications logs, audit trails and others for the assigned applications to meet GxP requirements to ensure the general maintenance of the system.
- Consult with the application vendor on an on-going basis and educate the end users of best practices.
- Perform testing and patching of Windows updates on Servers and Test PCs and other regular maintenance activities on the applications during weekends to ensure the application is running at its optimal best. Support laboratory instruments.
- Actively participate and execute the required Business Continuity and Disaster Recovery tests.
- Part take in incident, change and problem management among other ITIL services and complete reports in co-ordination with the Computer Systems Validation (CSV) team, Incident / Change (I/C) Management team and local lab QAs.
- Develop documentation for the IT support staff in relation to the installation of the application and its components, its diagnoses and put together a knowledge base of common issues and their fixes along with FAQs.
- Upon request, provide other departments with key application usage statistics so internal billing to the labs can be done accordingly.
- Provide application related reports (ex : up time, performance) to Management as and when required and ensure SLAs are being met.
- Research and test software updates / upgrades prior to installation to ensure compatibility with existing ones.
- Provide technical consultation, training and guidance to the new and existing lab staff.
- Participate in Eurofins Cloud Migration Project and support the labs during this phase.
- Meticulously follow up with other departments to ensure work dependent on them is completed as required.
- This position requires Business Travel of up to 40% during the first two years across Europe.
- Ability to execute IQ,OQ and PQ protocol onsite or remotely is a necessity.
- Hold the ability to switch between Project and Operation roles as required and regularly report on its current status committing to timelines.
REQUIRED PROFILE:
Initial Educational Background:
- Associates Degree in Computer Science or equivalent degree.
- GxP, Data integrity and ITIL certifications will be an added advantage.
Type and duration of previous experience:
- Minimum 2 years of IT application support experience on the Chromeleon CDS preferably in a GxP environment. Experience in supporting any other laboratory applications will be an added advantage.
Mandatory Requirements:
- Strong understanding of application architecture and its workflow.
- An analytical and troubleshooting mindset.
- Adhere to working hours of 8am to 5pm from Monday to Friday.
- Willing to work during non-Business hours to resolve critical issues and / or undertake system / application updates and upgrades.
- Support applications in a Windows and Cloud environment.
- Experience in validating applications to meet GxP requirements.
Desirable experience:
- Good working knowledge of ITIL services and Service Now.
- Migrate laboratory applications from one domain to another.
Desirable Personal Qualities:
- Multilingual abilities to work across our European Laboratories.
- Good communication skills (oral and written)
- Excellent interpersonal and organizational skills.
- Ability to work in a complex international environment.
- Eager to learn and continuously develop personal and technical skills.
