Senior Product Sustenance Engineer

Senior Product Sustenance Engineer

Job Title: Senior Product Sustenance Engineer

Location: Bangalore

Work mode: 3 days hybrid office

Shifts if any: 8.00am to 5.00pm or 12.00pm to 9.00pm

Job description:

Provide daily support to business on WATSON LIMS system

Monitor 1st and 2nd level support queues Monitor end users requests using Eurofins ticketing systems (OTRS);

Support end-users by providing necessary training and guidance;

Identify and arrange for Thermo-Fisher technical support on issues that cannot be resolved in-house;

Maintain a high degree of customer service for all support requests;

Execute relevant preventative maintenance and maintain company IT procedures relating to disaster recovery and backup systems in collaboration with IT Infra;

Create, maintain and update procedures when changes in hardware or applications occur;

Lead training and/or ensure effective knowledge transfer to laboratories in case of Watson LIMS new release;

Partner with local laboratory technical staff to plan, fix and implement patch releases as required;

Manage servers' inventory and the associated costs;

Support the integration of Watson LIMS with Eurofins Suite in collaboration with IT Programs.

Support laboratories on WATSON LIMS migration projects

Issue and monitor migration project plan in collaboration with Laboratory representatives;

Perform IQ on new Watson LIMS instance;

Document migration activities according to Eurofins Computerised System Validation Framework (ECSVF) in collaboration with Laboratory QA.

Perform IQ/OQ on new version of WATSON LIMS

Perform IQ/OQ on new version of WATSON LIMS with Provider support;

Document IQ/OQ activities according to Eurofins Computerised System Validation Framework (ECSVF);

Support and coordinate local laboratory QA with PQ activities (Scripts, Documents, Document Approval).

Setup new instances of WATSON LIMS for newly acquired laboratories

Coordinate with DBA the setup of Oracle DB instance;

Streamline Watson LIMS implementation

Other assignments:

Streamline WATSON LIMS licenses usage;

Participate to SOPs updates based on experience

Setup Fail-over Mechanism in collaboration with DBA.

Performance appraisal criteria:

Strong collaboration with

Group IT (Security ,Infra ,EAO ,PMO);

Application Suite Providers ,Establish strong partnership with provider (Thermo-Fisher);

Satisfaction of applications suite end users.

Qualifications:

B.E/B.Tech graduate