We are looking for an Application Support Engineer to join the R&D IT Solution Delivery Team to manage and maintain the product, which is GxP compliant, part of Clinical Development Platforms and is used across late science teams across all therapeutic areas. You will be a part of the BizDevOps team, therefore will be responsible for working cross-functionally with other team members such as the Product Lead, the DevOps Lead and technical engineers.
Responsibilities
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Build, test, deploy and release fixes by following the standard SDLC and ITIL process using Agile methodology
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Work on application enhancements and application upgrades when necessary, while remaining open to challenging tasks and requirements when needed
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Take ownership of the assigned L2/L3 level tickets/tasks and drive them to closure
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Troubleshoot application issues by referring to the application logs and by a dry run of the application code, spotting and providing a fix through application code changes if necessary
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Resolution of user reported issues within the defined timelines as per the internal SLA/OLA standards
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Proactive monitoring of the ticketing queues and other support channels to quickly acknowledge and respond to user reported issues while meeting the defined response SLA
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Liaise with other internal teams and vendors as applicable for addressing an application issue and in case of any project need
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Send detailed and timely communication to users in case of planned/unplanned outage, leading an outage call and driving it to resolution
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Follow good documentation practices such as creating KBAs and publishing them for quicker and easier access to better address the issues/tickets
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Create backlogs/Story/Epic in JIRA as appropriate and work on it based on the business priority
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Drive collaborator engagement
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Constantly thrive to learn and upskill according to the organization's goals and demands
Requirements
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2+ years of working experience in any of the analytical and reporting tools such as Crystal Reports, Microstrategy or Business Object
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Background in data engineering and data pipelines will be an advantage for this role
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Experience in working inbound and outbound integration and data Extract Transform and Load (ETL)
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Capability to work effectively as a member of multi-functional teams across programming, biostatistics, data management and clinical sciences
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Knowledge of relational databases and experience using multiple clinical data management systems
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Excellent written, verbal communication and relationship management skills
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Familiarity with JIRA, Confluence and BitBucket
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Expertise in Cloud Platforms such as AWS and AZURE
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Able to work independently with minimum supervision, with self-motivation and an ability to contribute to rapidly evolving programs
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English proficiency at B2 level or higher
Nice to have
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Knowledge of change management process in GxP validated SaaS environment
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Understanding of Agile/Scrum methodology
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Engineering mindset to help design and implement a Clinical Data Solutions adhering to Products on Platform delivery model
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Capability to manage diverse stakeholders and ensure delivery to a high degree of satisfaction
We offer
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International projects with top brands
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Work with global teams of highly skilled, diverse peers
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Healthcare benefits
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Employee financial programs
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Paid time off and sick leave
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Upskilling, reskilling and certification courses
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Unlimited access to the LinkedIn Learning library and 22,000+ courses
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Global career opportunities
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Volunteer and community involvement opportunities
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EPAM Employee Groups
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Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn
