Senior Product Sustenance Specialist

Senior Product Sustenance Specialist
 

Bengaluru Karnataka India

Full-time

Company Description

About Eurofins

Eurofins Scientific is an international life sciences company providing a unique range of analytical testing services to clients across multiple industries to make life and the environment safer healthier and more sustainable. From the food you eat to the medicines you rely on Eurofins works with the biggest companies in the world to ensure the products they supply are safe their ingredients are authentic and labelling is accurate. Eurofins is a global leader in food environmental pharmaceutical and cosmetic product testing and in agro-science CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics discovery pharmacology forensics CDMO advanced material sciences and in the support of clinical studies.

In over just 30 years Eurofins has grown from one laboratory in Nantes France to 58000 staff across a network of over 1000 independent companies in 54 countries operating 900 laboratories. Performing over 450 million tests every year Eurofins offers a portfolio of over 200000 analytical methods to evaluate the safety identity composition authenticity origin traceability and purity of biological substances and products as well as providing innovative clinical diagnostic testing services as one of the leading global emerging players in specialised clinical diagnostics testing.

Eurofins is one of the fastest growing listed European companies with a listing on the French stock exchange since 1997. In FY 2021 Eurofins achieved a record revenue of over EUR 6.7 billion.

Eurofins IT Solutions India Pvt Ltd (EITSI) is a fully owned subsidiary of Eurofins and functions as a Global Software Delivery Center exclusively catering to Eurofins Global IT business needs. The code shipped out of EITSI impacts the global network of Eurofins labs and services.

The primary focus at EITSI is to develop the next generation LIMS (Lab Information Management system) Customer portals e-commerce solutions ERP/CRM system Mobile Apps & other B2B platforms for various Eurofins Laboratories and businesses. Young and dynamic we have a rich culture and we offer fulfilling careers.

Job Description:

As a product sustenance engineer you will work with a team of professionals in our L2 Support Team to provide users a high quality product experience taking care of Incident resolution as well as Service Requests.

Daily work includes a high portion of trouble shooting and requires technical skills to drive issues to resolution. You will use ServiceNOW ticket system to follow up on Incidents Service Requests and Problems and apply ITIL principles.  

Responsibilities:

• Proactive professional technical support service for applications following ITIL guidelines. Adopt ITIL principles to resolve Incidents and Service Requests and manage Problems.
• IT support and maintenance of business applications to ensure the effective and efficient functioning of global business operations.
• Create and maintain comprehensive documentation and knowledgebase to ensure support maintenance and recovery of all IT systems.
• Work self-organized to process incoming requests keep backlog under control and take urgent action in high priority situations.
• Work closely and collaborate with the Information Technology and Operations teams to support systems and process improvements.
• Create productive relationships with key users vendors and colleagues to ensure timely and efficient resolution of incidents/problems.

REQUIRED EXPERIENCE AND SKILLS:

Experience:

• Strong Computing and or IT background with at least 5-8 years of related work experience.
• eCommerce domain will be highly preferrable.
• Strong IIS and web-based application knowledge. Especially troubleshooting knowledge of Web Server App Server and DB Server is a must.
• Working knowledge of MS SQL Databases is a must
• ITIL foundation certification or proven work experience is a must with clear understanding of Incident Management Problem Management techniques of RCA and good understanding for the need of SLA
• Experience with Observability platform like Grafana for trouble shooting monitoring and alerting is a must.
• Working knowledge of ESB (Enterprise Service Bus) or Message Queuing (MSMQ) is an added advantage
• Experience with REST based WebServices and microservices is an added advantage
• Exposure to agile DevOps and/or automation is desirable.

Skills:

• You have attention to detail and are motivated by high quality results.
• Ability to adopt new technologies and learn how to master them in order to conduct trouble-shooting and monitor stability of IT-Services.
• Have the mind-set of a cross functional team member with all the skills necessary to serve our customers.
• Processes high domain knowledge - meaning very good understanding of the business applications and functionalities.
• Self-organizing with the ability to work both independently and as part of a team.
• Critical thinking and analytical skills with troubleshooting and complex problem-solving ability is a must.
• Excellent verbal/written communication skills. Fluent in English

Qualifications

• BE Computer Science/MCA or any other Bachelors degree with the right experience

Additional information

Personal Qualities:

• Excellent analytical and problem-solving skills
• Excellent verbal and written communication skills
• Successful teamwork experience
• 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

Additional Information :

What Happens Next
 
Our people are the backbone of what we do so its incredibly important we find the right individuals to join us. As a potential new recruit youll be invited to meet the team in the form of an assessment centre or a staged interview process dependent on the role and its requirements this will give you the opportunity to see what working for Eurofins is really like and enable us to get you know your key skills and strengths. 
 
Your data 
 
As part of any recruitment process the company collects and processes personal data relating to job applicants. The company is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations.
 
Closing Date
 
We reserve the right to close or extend this position depending on application numbers. Therefore we would urge candidates to submit an application as early as possible.
 
Due to the high volume of applications we receive please be aware that if you do not receive a response within 4 weeks of the vacancy expiry date unfortunately on this occasion your application has been unsuccessful. 

Remote Work :

No

Employment Type :

Full-time