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.

Qualifications

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