Lead Product Support Specialist

Company Description

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 our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate.

The Eurofins network of companies believes that it is a global leader in food, environment, pharmaceutical and cosmetic product testing and in discovery pharmacology, forensics, advanced material sciences and AgroScience contract research services. It is also one of the market leaders in certain testing and laboratory services for genomics, and in the support of clinical studies, as well as in biopharma contract development and manufacturing. It also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products.

In over 37 years, Eurofins has grown from one laboratory in Nantes, France to over 65,000 staff across a decentralised and entrepreneurial network of more than 950 laboratories in over 1,000 companies across 59 countries. Eurofins companies offer a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.

In 2024, Eurofins generated total revenues of EUR 6.95 billion; and has been among the best performing stocks in Europe over the past 20 years.

Job Description

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.

Additional Information