Lead Product Support Specialist

Product Sustenance Lead

REPORTING LOCATION: Bangalore

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 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:

Mandatory technical expertise needed for this “Product Sustenance Lead” role are

• Minimum 10 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 of 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 to solve customer issues.
• Excellent customer coordination skills. Interaction in a constructive manner to better understand the problem.
• Responsible for driving all technical and functional issues towards closure.
• L2 support - diagnosis, investigation, resolution, coordination with business, application owners.
• Manage the ticket creation – resolution with effective utilization of team members. Keeping customers and team happy without compromising on quality.
• Co-ordinate with Release, Deployment, Change Mgmt teams for application bug/ enhancement requirement.
• Should work in 24x5 support environment along with team members.
• 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.
• Do RCA and share reports. Act on identified areas for process, product improvements.

Technical Knowledge:

• Good knowledge of DB, SQL & understanding of UM, SDLC, STLC
• Experience in handling functional needs / conducting functional sessions.
• Experience in debugging apps with API / REST services.
• Experience in cloud concepts & handling of application hosted on cloud.
• Understanding of terraform, Observability, Error handling in Cloud setups.
• Writing automated scripts / queries for validating applications would be appreciated.
• Any Azure / DevOPS certification

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.

EVOLUTION:

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.

• BE/MCA or any other equivalent degree.
• 10+ years’ experience in Software Application support teams.