Responsibilities:
- Deploy application deployment packages from software vendor to application environment via change management process.
- Provide configuration, adaptation, scripting and testing expertise to maintain and enhance solution according to business needs.
- Responsible for providing reliable delivery of IT services based on IT Service Management (ITSM) processes.
- Provide expertise to incident, problem management, change, release and configuration management according to ITSM
- Accountability of services tasks - delegating and direct responsibility for business-critical ones and escalations
- Ensure operational stability and effectiveness of IT systems through appropriate application management, monitoring and support.
- Familiar with configuration, adaptation, scripting and testing expertise to maintain and enhance solutions according to business needs.
- Contribute to knowledge management and ensure quality of knowledge, including solution documentation and knowledge base
- Deep understanding of software development processes
- Maintain GxP systems in validated state, according to Computer Systems Validation (CSV) policy and procedures.
- Responsible in multiple phases in the solution lifecycle, starting with relevant stages in the Implementation phase, and heavily in Operation and Maintenance, and Retirement phases.
- Collaborate with delivery partners and facilitate cross-functional experts to deliver a particular service where required
- Contribute to continual improvement initiatives
- ITIL practical experience
- Plays a lead role in for team of specialists with similar Product/Domain specialisation
Incident / Problem/ Change Management activities:
- Handling technical and functional incidents for supported services/applications according to the Incident Management Guideline throughout their entire lifecycle. This includes proper incident logging, categorization, prioritization, functional or hierarchical escalation, investigation and diagnosis, resolution and recovery, and closure.
- Escalating infrastructure issues that affect supported services/applications to the respective Client/Vendor groups and coordinating their resolution.
- Work closely with respective client and vendor groups to resolve interface-related issues between applications in scope of support and other systems.
- Ensure tickets are updated accurately and promptly to always reflect the current state.
- Ensure incidents are always linked to existing problem tickets for known issues.
- Provide ticket status updates to the caller and involved stakeholders.
- Contact the ticket caller to acquire additional information for troubleshooting the issue.
- Proactively identify and communicate technical issues requiring further investigation/analysis by the respective support teams.
- Follow best practices for incident maintenance in SNOW, as per the Incident/Problem Management Guideline.
Domain Expert:
- Nice to have a good understanding of business processes related to (e.g: manufacturing, quality, supply chain and engineering.)
- Apply knowledge of systems, tools and problem-solving skills in the respective domain.
- Continual self-development to maintain up-to-date knowledge of the industry and domain of specialisation.
Technical Expert:
- Maintain good working knowledge of products, both commercial off-the-shelf and proprietary solutions used in the respective domains.
- Maintain a good understanding of industry reference architecture and terminology.
- Apply hands-on skills in the underlying technologies required to operate, maintain and enhance the solutions.
- As a subject matter expertise, complexity of solutions landscape, mission critical and service level of solutions, service delivery model and stakeholder landscape vary according to the seniority level.
Requirements:
- Bachelor's degree in computer science, information systems or a related study (or equivalent project-related experience).
- Minimum 5 years experience in related domain with 3 years experience in MES application (deployment, configuration, support)
- Proficiency in areas like SQL server, Window Service 2016 and/or high and programming languages in Red Hat JBoss Enterprise Application Platform (JBoss EAP).
- The ability to analyze problems, identify root causes, and develop effective solutions.
- Understanding of manufacturing processes, production workflows, and quality control is often required.
- Experience pharmaceutical industry would be an advantage.
- Practical experience with quality risk management and risk-based validation approaches is preferred
- Strong verbal and written communication skills are crucial for interacting with various teams and users.
