Product Sustenance Engineer

POSITION TITLE: Product Sustenance Engineer

REPORTING TO: Manager

REPORTING LOCATION: Bangalore, India

WORKING LOCATION: Bangalore, India

SUMMARY OF POSITION AND OBJECTIVES: A mong a team of 10 members (located in Nantes, France and Bangalore, India), you are responsible to provide support to end-users of the information system of Eurofins food laboratories for South West Europe scope (France, Spain, Italy, Belgium, Netherlands, Portugal).

POSITION & OBJECTIVES:

• 2 to 3 years overall end user support experience, meeting.
• Problem-solving skills - successful production support engineers excel at resolving problems encountered by users, whether these require only quick fixes or major collaborative efforts across various departments.
• Technical expertise - Regardless of their industry, all support engineers have a deep understanding of the product they handle as well as the processes behind it.
• Customer service - Support engineers must communicate well with customers, paying attention to their concerns and providing clear, regular updates for ongoing requests.
• Attention to detail - it s crucial for production support engineers to be mindful of details since their tasks include creating extensive documentation, tracking errors, and making changes to products.
• Multitasking - production support engineers handle technical issues from multiple customers at the same time, along with other responsibilities such as writing reports and participating in manufacturing or development.

Job description:

• Very good communication and interpersonal relation skills in an international environment.

Ability to adapt and work with either technical or business people

At ease with distant communications leveraging a wide array of technologies (shared code, documents and forums, phone, chat, e-mail).

Up to 3 years work experience in an Enterprise application support environment would be preferred.

Exposure working in IIS hosted web application is preferred.

Good understanding of Windows Server & MS SQL Server concepts is required.

Extensive technical understanding that spans multiple platforms and application level expertise of a portfolio of applications with broad knowledge of the business strategic priorities, in order to resolve complex problems.

Demonstrated development or technical application support skill sets with detailed technical experience with industry standard tools and technologies like . Net / C# / SQL / IIS /Message Queues/ Restful services

Understanding of ITIL, SDLC and Product Lifecycle methodologies is a definite plus.

Good understanding of any IT Service Management tool to log, monitor, and document the incidents/tickets.

Log tickets based on end user requests to resolve queries within SLA.

Perform initial investigations to identify origins of issues.

Coordinate with IT Operations, Development teams based on the reported issues to coordinate their resolution within SLA.

Create and maintain open tickets for follow-up, report ticket status to users on the basis specified in the SLA.

Participate in outage bridges to ensure timely resolution of service impacting problems and accurate communications to stakeholders.

QUALIFICATIONS AND EXPERIENCE REQUIRED:

• BE/MCA or any other equivalent degree with required experience
• Experience between 2 to 3 years.
• Hands on experience in providing functional level of support and troubleshooting of . NET/VB6 based web applications is an added advantage.
• Experience with SQL server DB and writing simple to medium complex SQL queries
• Experience working with customers from European region would be a plus.

Profile description:

Product Sustenance Engineer is responsible for IT application support activities. Work closely with the Eurofins resources working in Labs, Business Analyst and Service Desk to provide support and to ensure timely and efficient resolution of IT application-related incidents and service requests.

Requirements:

• Excellent analytical and problem-solving skills
• Excellent verbal and written communication skills
• Should demonstrate qualities of being a good team player
• Willingness to understand laboratories work and needs
• French language knowledge would be a plus