Senior Product Sustenance Engineer

About Eurofins:

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 the environment safer, healthier and more sustainable. From the food you eat to the medicines you rely on, Eurofins works with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate. Eurofins is a global leader in food, environmental, pharmaceutical and cosmetic product testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, CDMO, advanced material sciences and in the support of clinical studies.

In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to 58,000 staff across a network of over 1,000 independent companies in 54 countries, operating 900 laboratories. Performing over 450 million tests every year, Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products, as well as providing innovative clinical diagnostic testing services, as one of the leading global emerging players in specialised clinical diagnostics testing.

Eurofins is one of the fastest growing listed European companies with a listing on the French stock exchange since 1997. In FY 2021, Eurofins achieved a record revenue of over EUR 6.7 billion.

Eurofins IT Solutions India Pvt Ltd (EITSI) is a fully owned subsidiary of Eurofins and functions as a Global Software Delivery Center exclusively catering to Eurofins Global IT business needs. The code shipped out of EITSI impacts the global network of Eurofins labs and services.

The primary focus at EITSI is to develop the next generation LIMS (Lab Information Management system), Customer portals, e-commerce solutions, ERP/CRM system, Mobile Apps & other B2B platforms for various Eurofins Laboratories and businesses. Young and dynamic, we have a rich culture and we offer fulfilling careers.

WORKING LOCATION: India - Bangalore

OVERALL OBJECTIVES: IT Service Management

RESPONSABILITIES/MAIN ASSIGNMENTS:

Responsible for supporting the IT service desk by providing end-user support via phone calls, e-mails, self-service requests and any other formal means authorized by Eurofins IT Security. The Quality Systems Service Desk Agent effectively manages incidents, service requests, knowledge resources, changes, and problems.

OTHER ASSIGNMENTS:

More specifically, but not limited to, the Quality Systems Service Desk Agent duties are:

• Perform overall Quality Systems monitoring, maintenance and configuration;
• Monitor support queues and provide response/support to customer inquiries through email, phone, and the service portal;
• Triage and solve the assigned requests according to the service desk's standard operating procedure;
• Perform approved changes using applicable graphical interfaces and/or scripting language;
• Monitor and operate cloud performance and workloads;
• Determine workload criticality, impact of disruptions, or performance degradation;
• Maintain asset and workload inventory;
• Maintain operational compliance;
• Protect workloads and associated assets;
• Recover assets if there is performance degradation or business interruption;
• Mature functionality of core platforms;
• Continuously improve workload performance;
• Ensure Service Level Agreements (SLAs) are met to maintain high-quality service;
• Interact, whenever appropriate, with higher level support entities to address resolution of issues;
• Escalate issues as needed;
• Organize and maintain file systems to monitor and track user complaints and problems;
• Provide detailed reports on troubleshooting efforts, ensuring an organized and efficient approach;
• Support Project Managers preparing required documentation;
• Support Quality Team preparing or executing test scripts.