Product Support Specialist

Eurofins IT Solutions, Bengaluru, Karnataka, India

With 54 facilities worldwide, Eurofins BioPharma Product Testing (BPT) is the largest network of bio/pharmaceutical GMP product testing laboratories providing comprehensive laboratory services for the world's largest pharmaceutical, biopharmaceutical, and medical device companies.

BPT is enabled by global engineering teams working on next-generation applications and Laboratory Information Management Systems (LIMS). As Product Support Specialist, you will be a crucial part of our delivery team, ensuring the Eurofins Electronic Notebook product operations in production is adequately supported with quick turnaround time there by reducing the impact on Business due to application related requests, clarifications, and issues, As a technology leader, BPT wants to give you the opportunity not just to accept new challenges and opportunities but to impress with your ingenuity, focus, attention to detail and collaboration with a global team of professionals.

This role reports to a Manager.

Required Experience and Skills

Experience, Required Skills:

• Experience of 5 to 8 yrs in application support (preferably web applications)
• Customer focused and goal orientated with keen attention to detail
• Strong analytical and trouble shooting skills
• Working knowledge in Microsoft stack web application (. NET, C#, Asp. net MVC Web API ) testing
• Working knowledge on Service Now, Azure DevOps, JIRA, TestRail
• Good knowledge in Database & SQL. Ability to create & mine data using SQL queries. Ability to write and execute SQL queries for data validation and verification
• Experience with RestSharp or similar libraries for creating and executing API test cases.
• Understanding of RESTful principles and common HTTP methods (GET, POST, PUT, DELETE).
• Ability to validate API responses, handle authentication, and test error handling.
• Working experience with ITIL, Agile, CMMI etc processes would be an advantage

Personal Skills:

• Excellent analytical and problem solving skills
• Excellent verbal and written communication skills
• Ability to articulate and present different points-of-views on various topics related to project and otherwise.
• Successful teamwork experience and demonstrated leadership abilities are required.
• Eager to learn and continuously develop personal and technical capabilities.

Desirable Experience

• Knowledge on software development to fix small bugs and enhancements.
• Life science and/or healthcare domain experience would be an advantage.
• Knowledge on COSMOS DB, Elastic search stack, Azure cloud, Azure Kubernetes Service will be a plus.

Responsibilities

• Perform application monitoring (logs, performance, load etc. ), maintenance and configuration.
• Level 2 support - diagnosis, investigation, resolution, coordination with business, Level 3 team, functional/business analysts, application owners, other departments as needed.
• Ensure Service Level Agreements (SLAs) are met to maintain high-quality service.
• Monitor level 2 queues and provide response/support to customer inquiries through level 1 support or through support ticket.
• Troubleshoot complex web application issues.
• Debug application issues/tickets to determine if it is an application issue, infrastructure issue, network issues, understanding gap or change request etc.
• Triage and solve the assigned tickets according to the standard operating procedure.
• Perform approved changes and bug fixing using applicable graphical interfaces and/or scripting language.
• Collaborate with stakeholders to understand changes, issues, and design comprehensive test cases.
• Write test cases to cover all scenarios and impacted areas to adequately test the fix or change.
• Thorough testing of the fixes and enhancements covering all impacted area.
• Recover assets if there is performance degradation or business interruption.
• Interact, whenever appropriate, with level 3 support and/or other entities to address the issues.
• Raise problem tickets for repeating issues and/or other suitable instances and ensure their timely resolution to address root cause
• Continuously improve application/product knowledge to be an expert in it.
• Generate and present detailed reports, metrics, and dashboards to stakeholders.
• Ensure compliance with quality standards and project requirements