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 35 years, Eurofins has grown from one laboratory in Nantes, France to 62,000 staff across a network of over 1,000 independent companies in 61 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. 

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.

As a product sustenance engineer you will work with a team of professionals in our L2 Support Team to provide users a high quality product experience, taking care of Incident resolution as well as Service Requests.

Daily work includes a high portion of trouble shooting and requires technical skills to drive issues to resolution. You will use ServiceNOW ticket system to follow up on Incidents, Service Requests and Problems and apply ITIL principles.

Responsibilities:

• Proactive, professional technical support service for applications following ITIL guidelines. Adopt ITIL principles to resolve Incidents and Service Requests and manage Problems.
• IT support and maintenance of business applications to ensure the effective and efficient functioning of global business operations.
• Create and maintain comprehensive documentation and knowledgebase to ensure support, maintenance and recovery of all IT systems.
• Work self-organized to process incoming requests, keep backlog under control and take urgent action in high priority situations.
• Work closely and collaborate with the Information Technology and Operations teams to support systems and process improvements.
• Create productive relationships with key users, vendors and colleagues to ensure timely and efficient resolution of incidents/problems.

REQUIRED EXPERIENCE AND SKILLS:

Experience:

• Strong Computing and or IT background with at least 5-8 years of related work experience.
• eCommerce domain will be highly preferrable.
• Strong IIS and web-based application knowledge. Especially troubleshooting knowledge of Web Server, App Server and DB Server is a must.
• Working knowledge of MS SQL Databases is a must
• ITIL foundation certification is a must with clear understanding of Incident Management, Problem Management, techniques of RCA and good understanding for the need of SLA
• Experience with Observability platform like Grafana for trouble shooting, monitoring and alerting is a must.
• Working knowledge of ESB or Message Queuing (MSMQ) is an added advantage
• Experience with REST based WebServices and microservices is an added advantage
• Exposure to agile, DevOps and/or automation is desirable.

Skills:

• You have attention to detail and are motivated by high quality results.
• Ability to adopt new technologies and learn how to master them, in order to conduct trouble-shooting and monitor stability of IT-Services.
• Have the mind-set of a cross functional team member with all the skills necessary to serve our customers.
• Processes high domain knowledge - meaning very good understanding of the business, applications, and functionalities.
• Self-organizing, with the ability to work both independently and as part of a team.
• Critical thinking and analytical skills with troubleshooting and complex problem-solving ability is a must.
• Excellent verbal/written communication skills. Fluent in English.

Additional information

Personal Qualities:

· Excellent analytical and problem-solving skills

· Excellent verbal and written communication skills

· Successful teamwork experience

· 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

BE Computer Science/MCA or any other Bachelor’s degree with the right experience