We are hiring a Senior Application Support Engineer to support a GxP-compliant Clinical Development Platforms product used across late science teams. You will work within a BizDevOps setup alongside Product and DevOps leads to run reliable releases, handle L2/L3 support, and drive enhancements end to end—apply now.
Responsibilities
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Build, test, deploy, and release fixes by following standard SDLC and ITIL processes using Agile methodology
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Implement application enhancements and perform application upgrades as needed while embracing challenging tasks and requirements
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Own assigned L2/L3 tickets and tasks and drive them through to closure
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Troubleshoot application issues by analyzing application logs and doing a dry run of the application code, delivering fixes through application code changes when required
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Resolve user-reported issues within defined timelines according to internal SLA/OLA standards
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Monitor ticketing queues and other support channels proactively to acknowledge and respond quickly while meeting defined response SLA
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Coordinate with internal teams and vendors as needed to address application issues and support project needs
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Communicate planned and unplanned outages promptly and thoroughly, lead outage calls, and drive issues to resolution
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Maintain strong documentation practices by creating KBAs and publishing them to enable faster issue and ticket resolution
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Create backlog items, Stories, and Epics in JIRA as appropriate and execute them based on business priority
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Promote collaborator engagement across the team and stakeholders
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Continuously learn and upskill in line with the organization's goals and evolving demands
Requirements
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Hands-on experience of 3+ years with analytical and reporting tools such as Crystal Reports, Microstrategy, or Business Object
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Added advantage of a background in data engineering and data pipelines for this position
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Practical experience with inbound and outbound integration and data Extract Transform and Load (ETL) processes
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Ability to collaborate effectively in multi-functional teams across programming, biostatistics, data management, and clinical sciences
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Working knowledge of relational databases and experience using multiple clinical data management systems
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Excellent written and verbal communication skills with strong relationship management
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Familiarity with JIRA, Confluence, and BitBucket in day-to-day delivery and support
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Proven exposure to Cloud Platforms such as AWS and AZURE
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Self-driven approach with the ability to work independently with minimal supervision in fast-changing programs
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English proficiency at B2 (Upper-Intermediate) level or higher
Nice to have
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Knowledge of change management processes in a GxP validated SaaS environment
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Understanding of Agile/Scrum methodology and ways of working
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Engineering mindset to help design and implement Clinical Data Solutions aligned to the Products on Platform delivery model
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Ability to manage diverse stakeholders and deliver outcomes with 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
