Product Sustenance Engineer

Application Support Analyst India

As Application Support Analyst for Eurofins Food and Water Testing UK, your role involves ensuring the smooth operation and optimization of the LIMS software and Eurofins IT applications. You will be handling day-to-day support desk incidents, bugs and reporting system.

Adhering to incident SLAs, support processes and working with a set of local business analyst team and global development team for incidents and developments.

This position is ideal for someone with application support background and looking to build and expand their knowledge around tightly integrated LIMS application, instrumentations in a laboratory setup.

The role is in India (Bangalore) and may require some travel to other Eurofins Sites. There will be a mix of home and office-based working. This position reports to the Application Support Manager for Food and Water Testing UK & Ireland.

Key duties as Application Support Team Lead include:

• Comprehend business requirements and use cases pertinent to food and water testing, engaging with relevant users to report and address incidents and service requests as needed.
• Responsible for Live Incident, service requests, maintenance of live services.
• Collaborate with the Application Support Manager and business teams to efficiently triage and prioritize tickets, gaining insights before initiating the resolution process.
• Identifying recurring support queries and providing analytics/KPI s back to development and the business
• Conduct thorough root cause analyses on each incident ticket before its closure, ensuring comprehensive resolution.
• Adhere to incident management processes, priorities, and service level agreements (SLAs) for each support ticket.
• Ensure that incident tickets undergo rigorous testing, impact assessment for cross-functional implications, and proper sign-off before production release.
• Support the Application Manager in tracking incident trends and providing insights for conclusive actions.
• Collaborate closely with the global LIMS support team to ensure timely resolution of incidents.
• Integrate LIMS with other relevant systems to ensure seamless data flow and interoperability.
• Collaborate with IT teams to plan and execute LIMS upgrades to leverage new features and improvements. and interoperability.
• Ensure the accuracy, integrity, and security of data within the LIMS, implementing data validation and quality control measures.
• Investigate and troubleshoot technical issues related to the LIMS, providing timely resolutions to minimize disruptions in laboratory operations.
• Collaborate with vendors if necessary to address complex technical challenges.
• Provide first-line support to end-users, addressing LIMS-related issues, inquiries, and troubleshooting problems.
• Guide laboratory staff on proper system usage and assist with any technical difficulties they encounter.
• Log and track incidents reported by users, ensuring timely resolution and effective communication regarding issue status.
• Collaborate with other IT support teams or vendors as needed to escalate and resolve complex issues.
• Conduct training sessions for new users or existing staff members to ensure they are proficient in using LIMS functionalities.
• Assist in the configuration of the LIMS system based on the laboratorys requirements and workflows.
• Work with LIMS administrators and developers to implement changes and updates as needed.

Essential Skills

• Strong application support background. 2 years+
• Some experience of cross functional global, regional, local support team
• Experience of Microsoft SQL
• Experience supporting, working on incidents, documenting root cause analysis.
• Good Communication Skills

Beneficial Skills

• Experience in VB/Scripting
• Experience in Lab environment
• Experience In Crystal Reports

Experience in SSRS, BI Tools