SUMMARY
IQVIA as the world’s largest provider of biopharmaceutical development services and commercial outsourcing services, we’ve spent more than 35+years changing millions of lives for the better – all over the world. Work doesn’t get much better than that. You can be among the more than 30,000 employees around the world making a meaningful difference.
We’re looking for a Product support engineer for ProdOPs team is mandated to ensure the availability of the internal IT infrastructure and applications, provide the highest level of client satisfaction. The Engineer ensures that standards and processes are followed to provide effective, efficient services and meet customer and business requirements. The hands-on engineer is primarily responsible for managing ticket analysis, participate on all escalation calls and shift handovers/turnovers.
This role involves working within a 24/7/365 Production Operations supporting English Language based in Bangalore.
Principal Accountabilities
• Serve as the first point of contact for customers seeking technical assistance over the email or support request. Respond within 1 hour to all the emails received from Customers / Colleagues.
• Provide level 1 and level 2 support for internal and external end users for User management and application related problems.
• Acknowledge the issues as soon as they come and work towards Ticket resolution.
• Establish clear SLAs that define the expectations for response times, resolution times, and quality of service.
• Regularly measure and track customer satisfaction levels and take action to resolve any issues that are affecting the quality of service.
• Identify and suggest possible improvements on procedures.
• Work on administration tasks involving creation and management of projects, workflows, security schemes, custom fields, dashboards, and reports configurations.
• Maintain Six Sigma Quality Score of 4% (3.4% Industry Average) for closed Request and Incident based on the parameters.
• Work on Project related activities and KB articles regarding Operations and our process.
KNOWLEDGE & EXPERIENCE
• Proven team player with experience of working with colleagues spread across multiple global locations and dealing with time zone constraints.
• Admin and configure knowledge Jira, Confluence, Gitlab and GitHub platforms.
• Excellent knowledge of Microsoft business applications; Windows OS, Office, Exchange, Excel
• Ability to manage many critical tasks and projects whilst keeping an eye on the business priorities and getting issues resolved effectively and expediently.
• ITIL v3 foundation level Certification and Azure fundamental Certification
• Relevant 1 - 2 years of Operational experience, overall 4 years.
Education
• B. E, B.Tech, Computers or IT.
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com