POSITION TITLE (ENGLISH): Product Sustenance Engineer / Senior Product Sustenance Engineer
REPORTING TO: Manager
REPORTING LOCATION: Bangalore
WORKING LOCATION: Bangalore
NUMBER OF FTEs UNDER RESPONSIBILITY: 0
SUMMARY OF POSITION AND OBJECTIVES:
The Product Sustenance Engineer is responsible for IT application support activities including maintenance, administration, and Level 2 support of the Applications / suite of applications. They will work closely with the Eurofins resources working in Labs, Business Analyst and Service Desk to provide Level 2 support and to ensure timely and efficient resolution of IT application-related incidents and service requests, while supporting Change and Problem management process.
POSITION & OBJECTIVES:
Job description:
Below are technical expertise needed for this “L2 Engineer” role.
- Minimum 3 to 5 years of experience in application support.
- Customer focused and goal orientated with keen attention to detail.
- Excellent analytical and problem-solving skills.
- Excellent verbal/written communication skills. Good competent in English.
- Good knowledge on database manipulation skills (like MSSQL/T-SQL scripts/queries)
- Have good practice on ITIL framework to assist in day to day BAU Operations.
- Experience in working with cross functional teams spread across geographies.
- Good knowledge of IIS troubleshooting & ability to read the event viewer logs from Windows server.
- Application troubleshooting and ability to coordinate with multiple teams to solve the issues.
- Proven ability to work within service level agreement in order to solve customer issues.
- Excellent customer coordination skills. Interaction in a constructive manner to better understand the problem.
- Responsible to drive all technical and functional issues towards closure.
- L2 support - diagnosis, investigation, resolution, coordination with business, application owners.
- Creation of ticket and tracking through lifecycle
- Co-ordinate with L3 support for application bug/ enhancement requirement.
- Willing to work in 24x5 support environment.
- Very good knowledge in SDLC and STLC process.
- Escalate and follow-up in a timely manner about all blocking issues and issue deviation from SOP’s.
Technical Knowledge:
- Understanding of single sign on.
- Good knowledge of DB, SQL & understanding of UML.
- Any experience in handling functional needs / conducting functional sessions is added advantage.
- Experience in debugging the apps with API / REST services.
- Experience in cloud concepts & handling of application hosted on cloud.
- Understand of terraform, Observability, Error handling in Cloud setups.
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Writing automated scripts / queries for validating applications would be appreciated.
- Any Azure / DevOPS certification
BE/MCA or any other equivalent degree.
Personal Qualities:
- Excellent analytical and problem solving skills
- Excellent verbal and written communication skills
- Successful teamwork experience and demonstrated leadership abilities are required
- Proven ability to transfer knowledge and stay aware of current trends and technical advancements
- Ability to articulate and present different points-of-views on various technologies.
What we offer:
- A launch pad into various senior management opportunities – within the many business lines of Eurofins globally – or into the management hierarchy in our different corporate functions.
- The opportunity to grow your project management skills in a demanding, fast growing organization.
- A chance to become part of a highly motivated international team of professionals.
