279 Itil Framework Jobs - Page 5

The L3 Engineerwill be responsible for providing advanced technical support, troubleshootingcomplex issues, and leading the planning and execution of Microsoft 365tenant-to-tenant migrations. This role requires deep knowledge of Microsoft 365services, migration methodologies, and experience with migration tools,specifically Quest On Demand Migration or similar solutions. The idealcandidate will possess excellent problem-solving skills, a strongcustomer-centric approach, and the ability to work independently and as part ofa team. Responsibilities: Provide expert-level (L3) support for Microsoft 365 services, including Exchange Online, SharePoint Online, Teams, OneDrive, and other related applications. Troubleshoot and resolve complex technical issues related to M365, escalating to Microsoft support when necessary. Plan, design, and execute Microsoft 365 tenant-to-tenant migrations using Quest On Demand Migration (or similar tools) ensuring minimal disruption to end-users. Perform pre-migration assessments, analyze source and target environments, and develop detailed migration plans. Configure and customize migration tools to meet specific project requirements. Validate and verify migrated data and services to ensure successful migration outcomes. Develop and maintain documentation related to M365 environments, migration processes, and support procedures. Stay up to date with the latest Microsoft 365 updates, features, and best practices. Mentor and provide guidance to L1 and L2 support engineers. Participate in on-call rotation as needed. Qualifications: 7+ years of experience in supporting and administering Microsoft 365 environments. 3+ years of experience in planning and executing Microsoft 365 tenant-to-tenant migrations. Proven experience with Quest On Demand Migration or similar migration tools (e.g., BitTitan MigrationWiz). Deep understanding of Microsoft 365 architecture, services, and administration. Strong knowledge of Exchange Online, SharePoint Online, Teams, and OneDrive. Experience with PowerShell scripting for M365 administration and automation. Excellent troubleshooting, problem-solving, and analytical skills. Strong communication, collaboration, and interpersonal skills. Ability to work independently and as part of a team. Microsoft 365 certifications (e.g., MS-100, MS-101, MS-203) are highly desirable. PreferredSkills: Experience with Active Directory Federation Services (ADFS) and Azure AD Connect. Knowledge of network protocols, security principles, and best practices related to M365. Experience with project management methodologies. Familiarity with ITIL framework.

We are seeking a skilled Desktop Support Engineer to provide L2 field and remote support for clients experiencing hardware and software issues. You will troubleshoot and resolve technical problems, support installations and upgrades, and contribute to the knowledge base while working in a fast-paced, customer-centric environment. Key Responsibilities Respond to client support requests through remote access or on-site visits. Diagnose and resolve issues related to desktop/laptop hardware, software, peripherals, printers, and network connectivity. Install, configure, and upgrade operating systems and software packages. Provide technical support for Microsoft 365 applications and security tools. Troubleshoot VPN and network access issues. Maintain documentation and knowledge base articles. Train users on basic IT operations and software usage. Collaborate effectively with cross-functional technical and non-technical stakeholders. Adhere to escalation protocols and SLA timelines. Candidate Profile 68 years of hands-on experience in Desktop Engineering support. Strong understanding of hardware troubleshooting and application-level issue resolution. Proficiency with Microsoft 365 support and enterprise security tools. Familiarity with IT service frameworks, remote support tools, and advanced troubleshooting methods. Fluency in English (verbal and written). Flexibility to work in rotational and night shifts. Strong customer focus, interpersonal communication, and documentation skills. Preferred Experience Field support experience or equivalent exposure to enterprise environments. Familiarity with ticketing systems, asset tracking tools, and enterprise IT service models. Certifications in CompTIA, Microsoft, or relevant security domains are a strong advantage. Top 10 Must-Have Skills Desktop and Laptop Hardware Troubleshooting Microsoft 365 Suite Support OS Installation and Upgrade (Windows/Mac) VPN and Network Issue Resolution Security Tools Handling Remote Support Tools Usage (e.g., TeamViewer, AnyDesk) ITIL or Equivalent Framework Awareness Knowledge Base Documentation Printer and Peripheral Support English Communication & Customer Support Orientation

JOB DESCRIPTION Work with Oracle's world class technology to develop, implement, and support Oracle's global infrastructure. As a Lead System Analyst for Oracle Health, you would be responsible for leading the technical support responsibilities, contributing to system performance improvement and owning the root cause analysis and remediation for our client systems issues. You are also expected to manage projects and support queues for solutions and services. Consult with other teams for incident resolution and proactive solutions. Analyze, troubleshoot and improve system performance. Manage the relationship with support teams and act as the point of contact for support escalations. Diagnose, analyze, and troubleshoot technical problems to resolve issues and contribute in Service Resiliency Program to improve system performance. Basic Qualifications Bachelor's or masters degree in Computer Science, Computer Engineering or related field At least 6+ years of system engineering experience in Windows servers administration and Linux server administration. At least 3 years of Microsoft Operating Systems experience At least 3 years of Oracle Enterprise Linux work experience Knowledge in ITIL framework Preferred Qualifications Knowledge and hands-on experience of Linux and Windows systems At least 3+ years of project management/implementation work experience Strong written and oral communication skills Proficient with task management utilities Expectations: Willing to work on a flexible schedule as needed Willing to work on different technologies as needed Willing to take up oncall support 24/7 or 12/7 as needed Participate in weekly client calls. Coaching and mentoring the team as and when needed

What you will do In this vital role you will join a collaborative team implementing and supporting the Integrated Case Management Systems on existing & future technologies. In this role, you will wear several hats including requirement gathering, implementation and analyze and resolve issues with case intake and data transfer across integrated systems. Collaborating closely with various teams, you will develop insights and implement solutions to improve system performance, ensuring reliable and efficient processing of data. Roles & Responsibilities: Develop and implement business process improvements to enhance efficiency and effectiveness. Monitor, solve, and resolve issues related to case intake and case processing across multiple systems. Work closely with internal teams, external vendors, and business partners to address dependencies and resolve bottlenecks for critical issues. Collaborate on the development of test plans and scenarios to ensure robust validation of system updates, patches and new features. Perform regression testing to verify the changes do not negatively impact existing system functionality. What we expect of you We are all different, yet we all use our unique contributions to serve patients. Basic Qualifications: Masters degree and 1 to 3 years of Life Science/Biotechnology/Pharmacology/Information Systems experience OR Bachelors degree and 3 to 5 years of Life Science/Biotechnology/Pharmacology/Information Systems experience OR Diploma and 7 to 9 years of Life Science/Biotechnology/Pharmacology/Information Systems experience Preferred Qualifications: Functional Skills: Must-Haves Experience in writing user requirements and acceptance criteria in agile project management systems such as JIRA Good communication skills and the ability to communicate with Product Managers and business collaborators to define scope and value for new developments Hands-on experience with the ITIL framework and methodologies like (Scrum). Knowledge of SDLC process, including requirements, design, testing, data analysis, change control Functional Skills: Good to Have Hands on experience in HP ALM, JIRA, Visio, document management systems (e.g. Veeva) and Service Now Experience in management of requirements specifications document, requirements traceability matrix Experience of DevOps, Continuous Integration, and Continuous Delivery methodology, and CRM systems Soft Skills: Excellent analytical and troubleshooting skills. Strong verbal and written communication skills. Ability to work effectively with global, virtual teams. High degree of initiative and self-motivation. Team-oriented, with a focus on achieving team goals.

Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation. As a Technology Support II team member in [Insert LOB and/or Sub LOB], you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement. Job responsibilities Analyze and troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm Improve operational stability and availability through participation in problem management Monitor production environments for anomalies and address issues utilizing standard observability tools Assist in the escalation and communication of issues and solutions to the business and technology stakeholders Identify trends and assist in the management of incidents, problems, and changes in support of full stack technology systems, applications, or infrastructure Required qualifications, capabilities, and skills 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud Exposure to observability and monitoring tools and techniques Familiarity with processes in scope of the Information Technology Infrastructure Library (ITIL) framework Preferred qualifications, capabilities, and skills Knowledge of one or more general purpose programming languages or automation scripting

What you will do In this vital role you will join a collaborative team implementing and supporting existing & the next generation of integrated case management platform and systems. In this role, you will analyze and resolve issues with adverse event data and file transmissions across integrated systems, maximizing data analysis to identify trends, optimize workflows, and prevent future incidents. Collaborating closely with various teams, you will develop insights and implement solutions to improve system performance, ensuring reliable and efficient adverse event transmissions to critical safety systems. Roles & Responsibilities: Monitor and resolve issues related to data and transmission across multiple systems. Work closely with internal teams, external vendors, and business partners to address dependencies and resolve bottlenecks for critical issues. Present findings and recommendations to leadership, ensuring data-driven decision-making and clear transparency into system operations. Identify inefficiencies and propose data-driven solutions to optimize and enhance reliability. Collaborate on the development of test plans and scenarios to ensure robust validation of system updates, patches and new features Develop automated testing scripts and perform testing to ensure the quality of the product. Basic Qualifications: Masters degree and 1 to 3 years of Life Science/Biotechnology/Pharmacology/Information Systems experience OR Bachelors degree and 3 to 5 years of Life Science/Biotechnology/Pharmacology/Information Systems experience OR Diploma and 7 to 9 years of Life Science/Biotechnology/Pharmacology/Information Systems experience Preferred Qualifications: Functional Skills: Must-Haves Experienced in MuleSoft, Java, J2ee & database programming. Experience of DevOps, Continuous Integration, and Continuous Delivery methodology, and CRM systems Demonstrated expertise in monitoring, troubleshooting, and resolving data and system issues. Superb communication skills and the ability to communicate with Product Managers and business collaborators to define scope and value for new developments Hands-on experience with the ITIL framework and methodologies like (Scrum). Knowledge of SDLC process, including requirements, design, testing, data analysis, change control Functional Skills: Good to Have Experienced in managing GxP systems and implementing GxP projects. Knowledge of Artificial Intelligence (AI), Robotic Process Automation (RPA), Machine Learning (ML), Natural Language Processing (NLP) and Natural Language Generation (NLG) automation technologies with building business requirements. Familiarity with cloud technologies such as AWS. Ability to explain technical concepts to non-technical clients. Professional Certifications : MuleSoft Certified Developer Level- I or Level- II Soft Skills: Excellent analytical and troubleshooting skills. Strong verbal and written communication skills. Ability to work effectively with global, virtual teams. High degree of initiative and self-motivation. Team-oriented, with a focus on achieving team goals. Ability to manage multiple priorities successfully. Ability to deal with ambiguity and think on their feet. Shift Information: This position may require you to work a later shift and may be assigned a second or third shift schedule. Candidates must be willing and able to work during evening or night shifts, as required based on business requirements.

What you will do In this vital role you will leverages domain and business process expertise to detail product requirements as epics and user stories, along with supporting artifacts like business process maps, use cases, and test plans for the software development teams. This role involves working closely with business stakeholders, Data engineers, AI/ML engineers to ensure that the technical requirements for upcoming development are thoroughly elaborated. This enables the delivery team to estimate, plan, and commit to delivery with high confidence and identify test cases and scenarios to ensure the quality and performance of IT Systems. You will collaborate with the Product Owner and developers to maintain an efficient and consistent process, ensuring quality deliverables from the team. Roles & Responsibilities: Collaborate with System Architects and Product owners to manage business analysis activities, ensuring alignment with engineering and product goals. Work with Product Owners and subject matter experts to define scope and value for new developments. Design, implement, and maintain automated CI/CD pipelines for seamless software integration and deployment. Collaborate with developers to enhance application reliability and scalability. Troubleshoot deployment and infrastructure issues, ensuring high availability. Collaborate with Engineering, testing teams as well as Product Management to prioritize release scopes and groom the Product backlog. Maintain and ensure the quality of documented user stories/requirements in tools like Jira. Basic Qualifications: Masters degree and 1 to 3 years of Life Science/Biotechnology/Pharmacology/Information Systems experience OR Bachelors degree and 3 to 5 years of Life Science/Biotechnology/Pharmacology/Information Systems experience OR Diploma and 7 to 9 years of Life Science/Biotechnology/Pharmacology/Information Systems experience. Preferred Qualifications: Functional Skills: Must-Haves Experienced AI, ML, LLM & Python. Demonstrated expertise in monitoring, troubleshooting, and resolving data and system issues. Knowledge of Artificial Intelligence (AI), Robotic Process Automation (RPA), Machine Learning (ML), Natural Language Processing (NLP) and Natural Language Generation (NLG) automation technologies with building business requirements. Proficiency in CI/CD tools (Jenkins, GitLab CI/CD and GitHub Actions) Hands-on experience with the ITIL framework and methodologies like (Scrum). Knowledge of SDLC process, including requirements, design, testing, data analysis, change control. Functional Skills: Good to Have Skills Experienced in implementing GxP systems. Experience with cloud technologies such as AWS. Ability to explain technical concepts to non-technical clients. Experience of DevOps, Continuous Integration and Continuous Delivery methodology, and CRM systems. Soft Skills: Excellent analytical and troubleshooting skills. Able to work under minimal supervision. Strong verbal and written communication skills. High degree of initiative and self-motivation. Team-oriented, with a focus on achieving team goals. Ability to manage multiple priorities successfully. Ability to deal with ambiguity and think on their feet.

Position Summary Establish and oversee premium service standards and procedures to ensure consistent and efficient service delivery. Delivering IT service standards through implementing process, standards, service metrics for IT. Responsibilities Maintain Service management tool to manage service workflow for Infrastructure, Security and Application topics Oversee and manage critical incident response and day to day ITSM processes including Incident, Problem, Change, Config and Release Management Conduct regular touchpoint calls with technicians to identify patters (e-g., multiple incidents requiring a problem ticket to be created, RCA to be conducted and problem resolved) Ensure the technicians are documenting solutions in the ITSM tool Review ITSM related contracts, services, and SLAs Ensure all changes go through the CAB meetings with approach to changes including the process of roll back is well documented. And, ensure that there are no incidents arising out of planned changes. Create and utilize analytics and insights through ITSM data to drive continuous improvement across all functions and regions Educate and act as an advocate for ITSM practices and train the users Participate in audits and compliance, when required Be as a glue between different teams Infrastructure, Security and Applications Creative and strategic thinking — and the agility necessary to master both the daily hands-on analysis and the big picture strategy Self-starter who sets aggressive goals and is driven to succeed both personally and professionally; focused on productivity; deeply committed to quality and integrity Manages work well, establishes timelines and clear priorities Full availability while managing critical issues affecting business due to IT downtimes. Work Location - Guindy Interested candidates can send rseumes to dshethiya@gradiant.com

Senior Associate – SQL Server Database What you will do This is a technical role responsible for managing complex server environments, including SQL and MySQL databases. The role includes planning, implementation, performance tuning, and maintenance of enterprise relational database platforms with a focus on reliability, security, and automation. The ideal candidate will have a consistent track record in database infrastructure operations and have a passion for fostering innovation and excellence in the biotechnology industry. Additionally, collaboration with multi-functional and global teams is required to ensure seamless integration and operational excellence. The ideal candidate will have a solid background in database service delivery and operations, coupled with leadership and transformation experience. This role demands the ability to drive and deliver against key organizational pivotal initiatives, foster a collaborative environment, and deliver high-quality results in a matrixed organizational structure. Please note, this is an on-site role based in Hyderabad. Provide database administration support for development, test and production environments including installation, upgrades, performance optimization, decommissions as well as managing requests and incidents for SQL Server databases Administer security access controls following all standard operating procedures Recover databases in case of disaster recovery support Follow, review and recommend updates of support documentation as needed Recommend automation opportunities for operational work and process improvements. Collaborating with technical leads on database design decisions to ensure applications have high levels of performance, security, scalability, maintainability and reliability Investigate and resolve technical database issues. Participate in rotational 24x7 On-Call Support and assist root cause analysis when applicable Perform necessary security patch implementations to ensure ongoing database security What we expect of you We are all different, yet we all use our unique contributions to serve patients. Basic Qualifications: Master’s degree and 1 to 3 years of Information Systems and Database Administration experience OR Bachelor’s degree and 3 to 5 years of Information Systems and Database Administration experience OR Diploma with 7 to 9 years of Information Systems and Database Administration experience Experience administering SQL Server Database and related services & monitoring systems Demonstrable experience automating database provisioning, patching and administration Experience with various DB toolsets to review performance, monitoring and solving issues Understanding of ITIL frameworks and standard processes Understanding of operating system tools for performance and solving issues Excellent data-driven problem solving and analytical skills Demonstrable experience as part of a high-performance team Preferred Qualifications: Experience supporting SQL Server Always on Availability Groups Experience working on regulated systems (preferably in the pharmaceutical sector) Good communication skills Change management knowledge Experience leveraging Ansible for automation Experience supporting PostgreSQL databases Soft Skills: Diligent and organized Effective communicator Ability to follow procedures accurately Willingness to learn and grow Shift Information: This position is required to be onsite and participate in 24/5 and weekend on call in rotation fashion and may require you to work a later shift. Candidates must be willing and able to work off hours, as required based on business requirements. As an organization dedicated to improving the quality of life for people around the world, Amgen fosters an inclusive environment of diverse, ethical, committed and highly accomplished people who respect each other and live the Amgen values to continue advancing science to serve patients. Together, we compete in the fight against serious disease. What you can expect of us As we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, we’ll support your journey every step of the way. In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards. Apply now and make a lasting impact with the Amgen team. careers.amgen.com As an organization dedicated to improving the quality of life for people around the world, Amgen fosters an inclusive environment of diverse, ethical, committed and highly accomplished people who respect each other and live the Amgen values to continue advancing science to serve patients. Together, we compete in the fight against serious disease. Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other basis protected by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Sr Associate Software Engineer - Safety ART - Safety Reporting What you will do Lets do this. Lets change the world. In this vital role you will join a collaborative team implementing and supporting the next generation of safety platforms and supporting technologies. In this role, you will engage with business users and functional SMEs, driving the delivery of innovative technology solutions that enhance business outcomes. Areas of focus will be on leading team performance, delivery management, and facilitating continuous improvement in both technical skills and user experience. Roles & Responsibilities: Work with partners to identify and prioritize system enhancements and new functionalities to meet evolving business needs Lead the day-to-day operations and maintenance of Pharmacovigilance (PV) systems. Lead design & development activities and deploy applications to support pharmacovigilance (PV) system. Overall accountability of technical implementation aspects of projects including planning, architecture, design, development, and testing to follow IS Change Control and GxP validation process. Provide support and consultation to clients or project teams to identify requirements and assist with application configurations and deployments. Monitor operational and performance statistics for managed systems to ensure reliability and availability. Oversee production change control schedule and participates in change control processes. Maintain knowledge of trends in application development frameworks and related new technologies to provide, recommend, and deliver standard methodology solutions. What we expect of you We are all different, yet we all use our unique contributions to serve patients. Basic Qualifications: Masters degree with 1 - 2 years of experience in Computer Science, Software Development, IT or related field Or Bachelors degree with 2 - 4 years of experience in Computer Science, Software Development, IT or related field Or Diploma with 5 - 8 years of experience in Computer Science, Software Development, IT or related field Functional Skills: Must-Have Skills: Experienced in database programming languages using SQL. Excellent problem-solving and troubleshooting skills. Collaborative spirit and effective communication skills to seamlessly work in a multi-functional team. Hands-on experience with the ITIL framework. Knowledge of SDLC process, including requirements, design, testing, data analysis, change control. Good-to-Have Skills: Experience with API integrations such as MuleSoft, Data Bricks platforms. Experience with programming languages such as Python. Familiarity with cloud technologies such as AWS, Azure. Knowledge of Artificial Intelligence (AI), Robotic Process Automation (RPA), Machine Learning (ML), Natural Language Processing (NLP) and Natural Language Generation (NLG) automation technologies with building business requirements. Experienced in managing GxP systems and implementing GxP projects. Extensive experience with Software Development Lifecycle (SDLC). Ability to explain technical concepts to non-technical clients. Professional Certifications: SAFe for Teams certification (preferred) Soft Skills: Excellent analytical and problem-solving skills Excellent leadership and critical thinking abilities Strong verbal and written communication skills Ability to work effectively with global, virtual teams High degree of initiative and self-motivation Team-oriented, with a focus on achieving team goals Strong presentation and public speaking skills Ability to deal with ambiguity and prioritize Ability to influence and drive to an intended outcome Ability to hold team members accountable to commitments Shift Information: This individual contributor position requires you to work a later shift and may be assigned a second or third shift schedule. Candidates must be willing and able to work during evening or night shifts, as required based on business requirements. Equal opportunity statement Apply now Apply now

Sr Associate IS Engineer – Tech Enablement Team Job Posting Title Sr Associate IS Engineer Workday Job Profile Sr Associate IS Engineer Department Name Digital, Technology & Innovation Role GCF 4 ABOUT THE ROLE Role Description: As a Sr Associate IS Engineer, you will join a collaborative team implementing and supporting the next generation of safety platforms and supporting technologies. In this role, you will engage with business users and functional SMEs, driving the delivery of innovative technology solutions that enhance business outcomes. Areas of focus will be on leading team performance, delivery management, and facilitating continuous improvement in both technical skills and user experience. Roles & Responsibilities: Work with partners to identify and prioritize system enhancements and new functionalities to meet evolving business needs Lead the day-to-day operations and maintenance of Pharmacovigilance (PV) systems. Overall accountability of technical implementation aspects of projects including planning, architecture, design, development, and testing to follow IS Change Control and GxP validation process. Provide support and consultation to clients or project teams to identify requirements and assist with application configurations and deployments. Monitor operational and performance statistics for managed systems to ensure reliability and availability. Oversee production change control schedule and participates in change control processes. Stay updated on industry trends, emerging trends and standard processes for PV systems. Maintain knowledge of trends in application development frameworks and related new technologies to provide, recommend, and deliver standard methodology solutions. Support audits and regulatory inspections. Basic Qualifications and Experience: Master’s degree with 1 - 2 years of experience in Computer Science, IT or related field OR Bachelor’s degree with 2 - 4 years of experience in Computer Science, IT or related field OR Diploma with 5 - 8 years of experience in Computer Science, IT or related field Functional Skills: Must-Have Skills: Experienced in database programming languages, data modelling concepts, including Oracle SQL and PL/SQL. Knowledge of reporting tools such as Tableau, Cognos, Business Objects. Excellent problem-solving skills. Collaborative spirit and effective communication skills to seamlessly work in a cross-functional team. Hands-on experience with the ITIL framework. Good-to-Have Skills: Experience with API integrations such as MuleSoft Knowledge of Artificial Intelligence (AI), Robotic Process Automation (RPA), Machine Learning (ML), Natural Language Processing (NLP) and Natural Language Generation (NLG) automation technologies with building business requirements. Experienced in managing GxP systems and implementing GxP projects Extensive experience with SDLC. Ability to explain technical concepts to non-technical clients Professional Certifications: SAFe® for Teams certification (preferred) Soft Skills: Excellent analytical and problem-solving skills Excellent leadership and critical thinking abilities Strong verbal and written communication skills Ability to work effectively with global, virtual teams High degree of initiative and self-motivation Team-oriented, with a focus on achieving team goals Strong presentation and public speaking skills Ability to deal with ambiguity and prioritize Ability to influence and drive to an intended outcome Ability to hold team members accountable to commitments Shift Information: This position requires you to work a later shift and may be assigned a second or third shift schedule. Candidates must be willing and able to work during evening or night shifts, as required based on business requirements. EQUAL OPPORTUNITY STATEMENT Amgen is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status. We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

POSITION TITLE (ENGLISH) Major Incident Manager & Post Incident Report Manager REPORTING TO IT Program Technical Director REPORTING LOCATION Brussels WORKING LOCATION India/Romania/Brussels WORKING LANGUAGE English NUMBER OF FTEs UNDER RESPONSIBILITY0 Job SummaryTo strengthen its service team, a strategic LIMS Program is looking for its Major Incident Manager & Post Incident Report Manager in the context of a worldwide rollout (targetmore than 300 instances). This position is responsible for leading the response to high-impact IT incidents and ensuring thorough documentation and analysis post-resolution. This role ensures rapid incident resolution, clear stakeholder communication, and continuous service improvement through structured post-incident reviews and reporting. Key Responsibilities Major Incident Management Act as the primary coordinator during major IT incidents, ensuring swift resolution and minimal business disruption. Lead incident bridges and war rooms, engaging appropriate technical and business representatives teams. Provide timely and accurate communication to stakeholders throughout the incident lifecycle. Maintain the major incident process, ensuring alignment with ITIL best practices. Track incident trends and contribute to proactive risk mitigation strategies. Post-Incident Report Management Lead the creation and delivery of comprehensive post-incident reports (PIRs). Coordinate with technical teams to gather root cause analysis, corrective and preventive actions. Facilitate post-incident review meetings to capture lessons learned and drive service improvements. Ensure timely completion and distribution of Post Incident Report to relevant stakeholders. Track follow-up actions and PIR tasks to closure. Qualifications: Proven experience in IT incident management, service management, and problem management roles. Strong understanding of ITIL framework (ITIL certification preferred). Excellent communication, coordination, and stakeholder management skills. Ability to remain calm and effective under pressure. Strong analytical and documentation skills, with attention to detail. Familiarity with root cause analysis techniques. Experience with ITSM tools (ServiceNow, BMC Hellix). What We Offer: Opportunity to develop and scale a world class IT product, for use in worldwide laboratories. Our code impacts life and makes world healthier and safer place to live. Be a part of an ambitious IT solutions program, with an opportunity to fast-track career as a high performer. A launch pad into various opportunities and a chance to become part of international team of professionals.

POSITION TITLE (ENGLISH) Change Manager REPORTING TO IT Program Technical Director REPORTING LOCATION Brussels WORKING LOCATION Vietnam/India/Romania/Brazil WORKING LANGUAGE English NUMBER OF FTEs UNDER RESPONSIBILITY: Job Summaryto strengthen its service team, a strategic LIMS Program is looking for its Change Manager in the context of a worldwide rollout (targetmore than 300 instances). The IT Change Manager is responsible for overseeing and managing the change management process within Eurofins Group for a set of Business Applications along with its underlying infrastructure. This role ensures that standardised methods and procedures are used for efficient and prompt handling of all IT changes, minimising the impact of change-related incidents on service quality and improving the day-to-day operations of the organisation. Key Responsibilities Develop and implement IT change management strategies, policies, and procedures. Coordinate and chair Change Advisory Board (CAB) meetings. Evaluate change requests for risk, impact, and resource requirements. Ensure all changes are properly documented, approved, scheduled, and communicated. Monitor and report on the progress of change implementation. Collaborate with IT teams, project managers, and business stakeholders or representatives, to ensure successful change deployment. Maintain the change schedule/calendar and ensure minimal disruption to services and avoid conflicts. Conduct post-implementation checks and reviews and ensure lessons learned are documented. Ensure compliance with ITIL best practices. Qualifications: Bachelor's degree in Information Technology, Computer Science, or a related field. Proven experience in IT change management or a similar role. Strong understanding of ITIL framework (ITIL certification preferred). Excellent organisational, communication, and interpersonal skills. Ability to manage multiple priorities in a fast-paced environment. Strong analytical and problem-solving abilities. Experience with ITSM tools (ServiceNow, BMC Hellix). What We Offer: Opportunity to develop and scale a world class IT product, for use in worldwide laboratories. Our code impacts life and makes world healthier and safer place to live. Be a part of an ambitious IT solutions program, with an opportunity to fast-track career as a high performer. A launch pad into various opportunities and a chance to become part of international team of professionals.

What you will do In this vital role you will join a collaborative team implementing and supporting the Integrated case management systems on existing & future technologies. In this role, you will wear several hats including requirement gathering, implementation and analyze and resolve issues with case intake and data transfer across integrated systems. Collaborating closely with various teams, you will develop insights and implement solutions to improve system performance, ensuring reliable and efficient processing of data. Roles & Responsibilities: Design & development activities and deploy applications to support GxP system Evaluate tasks for automation feasibility using RPA (UiPath), intelligent automation (GenAI) tools. Engage with collaborators to understand business processes and difficulties where automation can reduce effort, increase accuracy, or improve turnaround time. Collaborate with business Subject Matter Experts and Technology Teams to develop test plans and scenarios to ensure robust validation of system updates, patches and new features. Facilitate the breakdown of Epics into Features and Sprint-Sized User Stories and participate in backlog reviews with the development team. Maintain detailed documentation of software designs, code, and development processes. Collaborate with business analysts and senior developers to propose automation use cases backed by clear value and impact. Basic Qualifications: Masters degree and 1 to 3 years of Life Science/Biotechnology/Pharmacology/Information Systems experience OR Bachelors degree and 3 to 5 years of Life Science/Biotechnology/Pharmacology/Information Systems experience OR Diploma and 7 to 9 years of Life Science/Biotechnology/Pharmacology/Information Systems experience. Functional Skills: Must-Haves Ability to design, develop, and maintain automation workflows using UiPath or other RPA tools (e.g., Automation Anywhere, Blue Prism). Knowledge of how RPA tools automate repetitive tasks, manage bot execution, handle exceptions, and log actions effectively. Experience with business analysis, writing user requirements and acceptance criteria in agile project management systems such as JIRA. Hands-on experience with the ITIL framework and methodologies like (Scrum). Experience in AI, ML, LLM & Python. Knowledge of SDLC process, including requirements, design, testing, data analysis, change control. Functional Skills: Good to Have Experience in HP ALM, JIRA, Visio and document management systems (e.g. Veeva). Experience with cloud platforms. Excellent problem-solving skills. Collaborative spirit and effective communication skills to seamlessly work in a multi-functional team. Experienced in managing GxP systems and implementing GxP projects. Ability to explain technical concepts to non-technical clients. Soft Skills: Excellent analytical and troubleshooting skills. Strong verbal and written communication skills. Ability to work effectively with global, virtual teams. High degree of initiative and self-motivation. Team-oriented, with a focus on achieving team goals.

What you will do In this vital role you will maximises domain and business process expertise to detail product requirements as epics and user stories, along with supporting artifacts like business process maps, use cases, and test plans for the software development teams. This role involves working closely with business collaborators, Data engineers, AI/ML engineers to ensure that the technical requirements for upcoming development are thoroughly elaborated. This enables the delivery team to estimate, plan, and commit to delivery with high confidence and identify test cases and scenarios to ensure the quality and performance of IT Systems. You will collaborate with the Product Owner and developers to maintain an efficient and consistent process, ensuring quality deliverables from the team. Roles & Responsibilities: Collaborate with System Architects and Product owners to manage business analysis activities, ensuring alignment with engineering and product goals. Monitor, solve, and resolve issues related to case intake and case processing across multiple systems. Work with Product Owners and customers to define scope and value for new developments. Stay focused on software development to ensure it meets requirements, providing proactive feedback to collaborators. Design, implement, and maintain automated CI/CD pipelines for seamless software integration and deployment. Collaborate with developers to enhance application reliability and scalability. Troubleshoot deployment and infrastructure issues, ensuring high availability. Collaborate with business subject matter experts, testing teams and Product Management to prioritize release scopes and groom the Product backlog. Maintain and ensure the quality of documented user stories/requirements in tools like Jira. Basic Qualifications: Masters degree and 1 to 3 years of Life Science/Biotechnology/Pharmacology/Information Systems experience OR Bachelors degree and 3 to 5 years of Life Science/Biotechnology/Pharmacology/Information Systems experience OR Diploma and 7 to 9 years of Life Science/Biotechnology/Pharmacology/Information Systems experience Preferred Qualifications: Functional Skills: Must-Have Experienced in MuleSoft, Java, J2ee & database programming. Demonstrated expertise in monitoring, troubleshooting, and resolving data and system issues. Proficiency in CI/CD tools (Jenkins, GitLab CI/CD, GitHub Actions, or Azure DevOps). Hands-on experience with the ITIL framework and methodologies like (Scrum). Knowledge of SDLC process, including requirements, design, testing, data analysis, change control Functional Skills: Good to Have Experience in managing GxP systems and implementing GxP projects. Knowledge of Artificial Intelligence (AI), Robotic Process Automation (RPA), Machine Learning (ML), Natural Language Processing (NLP) and Natural Language Generation (NLG) automation technologies with building business requirements. Knowledge of cloud technologies such as AWS. Excellent communication skills and the ability to communicate with Product Managers and business collaborators to define scope and value for new developments. Experience of DevOps, Continuous Integration, and Continuous Delivery methodology, and CRM systems Soft Skills: Excellent analytical and troubleshooting skills Able to work under minimal supervision Strong verbal and written communication skills High degree of initiative and self-motivation Team-oriented, with a focus on achieving team goals Ability to manage multiple priorities successfully Ability to deal with ambiguity and think on their feet Shift Information: This position may require you to work a later shift and may be assigned a second or third shift schedule. Candidates must be willing and able to work during evening or night shifts, as required based on business requirements.

Role & responsibilities Excellent Communication skills Driving the efficiency and effectiveness of the incident management process Producing management information, including KPIs and reports Monitoring the effectiveness of incident management and making recommendations for improvement Developing and maintaining the incident management system Driving, developing, managing and maintaining the major incident process and associated procedures Reviewing and auditing the process Ensuring that all IT teams follow the incident management process for every incident Preferred candidate profile

Skill required: Tech for Operations - Technology Architecture Designation: App Automation Eng Assoc Director Qualifications: Any Graduation Years of Experience: 18 to 28 years What would you do? You will be part of the Technology for Operations team that acts as a trusted advisor and partner to Accenture Operations. The team provides innovative and secure technologies to help clients build an intelligent operating model, driving exceptional results. We work closely with the sales, offering and delivery teams to identify and build innovative solutions.The Tech For Operations (TFO) team provides innovative and secure technologies to help clients build an intelligent operating model, driving exceptional results. Works closely with the sales, offering and delivery teams to identify and build innovative solutions. Major sub deals include AHO(Application Hosting Operations), ISMT (Infrastructure Management), Intelligent AutomationProcess of development of methodical information technology specifications, models and guidelines, using a variety of Information Technology notations. Estimating, architecting, implementing, testing, assessing and selling Technology Architectures, including but not limited to all the ADM Technology Architecture work-stream activities and deliverables, covering the required blueprint & roadmap, analysis, design, build, test and deploy phases. What are we looking for? Responsibilities May manage individual projects or coordinate a team of Technical Architects/Leads. Understands and manages client and program stakeholders expectations and business objectives. Manages the delivery of large, complex projects using appropriate frameworks and collaborating with sponsors to manage scope and risk. Drives profitability and continued success by managing service quality and cost and leading delivery. Measures and communicates progress to leadership within committed time frames. Banking Industry delivery experience Understanding of high level Banking architectures and Banking products Experience in Automation and Digital Transformation Ensuring the successful execution of software projects, meeting client expectations and driving innovation in software development Experience in multiple Domains. Lead the team to break down the project into user stories, develop a product backlog and prioritize these stories. Understanding of AI, Data & Technologies. Roles and Responsibilities: Experience in a client facing IT consultancy/IT provider environment. Prior experience in an Operations, Support or Delivery function and supervising or managing a team. A key area for the role is line-managing a team effectively, ensuring that daily workloads and timesheets are being submitted accurately and on time for example. Firm grasp of IT infrastructure and operations best practices within an ITIL framework. Broad IT technology experience, being a technical or solution authority Qualification Any Graduation

Skill required: Tech for Operations - Technology Architecture Designation: AI/ML Computational Science Sr Manager Qualifications: Any Graduation Years of Experience: 16 to 25 years What would you do? You will be part of the Technology for Operations team that acts as a trusted advisor and partner to Accenture Operations. The team provides innovative and secure technologies to help clients build an intelligent operating model, driving exceptional results. We work closely with the sales, offering and delivery teams to identify and build innovative solutions.The Tech For Operations (TFO) team provides innovative and secure technologies to help clients build an intelligent operating model, driving exceptional results. Works closely with the sales, offering and delivery teams to identify and build innovative solutions. Major sub deals include AHO(Application Hosting Operations), ISMT (Infrastructure Management), Intelligent AutomationProcess of development of methodical information technology specifications, models and guidelines, using a variety of Information Technology notations. Estimating, architecting, implementing, testing, assessing and selling Technology Architectures, including but not limited to all the ADM Technology Architecture work-stream activities and deliverables, covering the required blueprint & roadmap, analysis, design, build, test and deploy phases. What are we looking for? 14+ years of experience in IT service delivery, with experience in delivery and project management for Global Insurance customers. Overall Skills to manage the business stakeholders, project management and technology teams. Oversees the successful execution of technical projects, ensuring timely delivery and alignment with client expectations, while also fostering a collaborative and high-performance team environment.Responsibilities May manage individual projects or coordinate a team of Technical Architects/Leads. Understands and manages client and program stakeholders expectations and business objectives. Manages the delivery of large, complex projects using appropriate frameworks and collaborating with sponsors to manage scope and risk. Drives profitability and continued success by managing service quality and cost and leading delivery. Measures and communicates progress to leadership within committed time frames. Experience in a client facing IT consultancy/IT provider environment. Prior experience in an Operations, Support or Delivery function and supervising or managing a team. A key area for the role is line-managing a team effectively, ensuring that daily workloads and timesheets are being submitted accurately and on time for example. Firm grasp of IT infrastructure and operations best practices within an ITIL framework. Broad IT technology experience, being a technical or solution authority Roles and Responsibilities: In this role you are required to identify and assess complex problems for area(s) of responsibility The individual should create solutions in situations in which analysis requires in-depth knowledge of organizational objectives Requires involvement in setting strategic direction to establish near-term goals for area(s) of responsibility Interaction is with senior management levels at a client and/or within Accenture, involving negotiating or influencing on significant matters Should have latitude in decision-making and determination of objectives and approaches to critical assignments Their decisions have a lasting impact on area of responsibility with the potential to impact areas outside of own responsibility Individual manages large teams and/or work efforts (if in an individual contributor role) at a client or within Accenture Please note that this role may require you to work in rotational shifts Qualification Any Graduation

Skill required: Tech for Operations - Technology Architecture Designation: AI/ML Computational Science Sr Manager Qualifications: Any Graduation Years of Experience: 16 to 25 years What would you do? You will be part of the Technology for Operations team that acts as a trusted advisor and partner to Accenture Operations. The team provides innovative and secure technologies to help clients build an intelligent operating model, driving exceptional results. We work closely with the sales, offering and delivery teams to identify and build innovative solutions.The Tech For Operations (TFO) team provides innovative and secure technologies to help clients build an intelligent operating model, driving exceptional results. Works closely with the sales, offering and delivery teams to identify and build innovative solutions. Major sub deals include AHO(Application Hosting Operations), ISMT (Infrastructure Management), Intelligent AutomationProcess of development of methodical information technology specifications, models and guidelines, using a variety of Information Technology notations. Estimating, architecting, implementing, testing, assessing and selling Technology Architectures, including but not limited to all the ADM Technology Architecture work-stream activities and deliverables, covering the required blueprint & roadmap, analysis, design, build, test and deploy phases. What are we looking for? May manage individual projects or coordinate a team of Technical Architects/Leads. Understands and manages client and program stakeholders expectations and business objectives. Manages the delivery of large, complex projects using appropriate frameworks and collaborating with sponsors to manage scope and risk. Drives profitability and continued success by managing service quality and cost and leading delivery. Measures and communicates progress to leadership within committed time frames. Experience in a client facing IT consultancy/IT provider environment. Prior experience in an Operations, Support or Delivery function and supervising or managing a team. A key area for the role is line-managing a team effectively, ensuring that daily workloads and timesheets are being submitted accurately and on time for example. Firm grasp of IT infrastructure and operations best practices within an ITIL framework. Broad IT technology experience, being a technical or solution authority Roles and Responsibilities: In this role you are required to identify and assess complex problems for area(s) of responsibility The individual should create solutions in situations in which analysis requires in-depth knowledge of organizational objectives Requires involvement in setting strategic direction to establish near-term goals for area(s) of responsibility Interaction is with senior management levels at a client and/or within Accenture, involving negotiating or influencing on significant matters Should have latitude in decision-making and determination of objectives and approaches to critical assignments Their decisions have a lasting impact on area of responsibility with the potential to impact areas outside of own responsibility Individual manages large teams and/or work efforts (if in an individual contributor role) at a client or within Accenture Please note that this role may require you to work in rotational shifts Qualification Any Graduation

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Microsoft 365 Good to have skills : NA Minimum 5 year(s) of experience is required Educational Qualification : BE or Equivalent Summary :As an Application Tech Support Practitioner, you will act as the ongoing interface between the client and the Microsoft 365 system or application. Your dedication to quality and exceptional communication skills will be crucial in keeping our world-class systems running smoothly. With your deep product knowledge, you will accurately define client issues and design effective resolutions. Your typical day will involve providing technical support, troubleshooting system or application issues, and ensuring client satisfaction. Roles & Responsibilities: Expected to be an SME, collaborate and manage the team to perform. Responsible for team decisions. Engage with multiple teams and contribute on key decisions. Provide solutions to problems for their immediate team and across multiple teams. Ensure timely resolution of client issues and maintain high client satisfaction. Troubleshoot and resolve system or application issues reported by clients. Collaborate with cross-functional teams to address complex technical challenges. Contribute to the continuous improvement of support processes and procedures. Professional & Technical Skills: Must To Have Skills:Proficiency in Microsoft 365. Strong understanding of cloud-based technologies and applications. Experience in troubleshooting and resolving technical issues. Excellent problem-solving and analytical skills. Good To Have Skills:Experience with ITIL framework. Familiarity with ticketing systems and incident management processes. Additional Information: The candidate should have a minimum of 5 years of experience in Microsoft 365. This position is based at our Pune office. A BE or Equivalent degree is required. Qualification BE or Equivalent

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Service Desk Management, Service Desk Voice Support Good to have skills : NA Minimum 0-2 year(s) of experience is required Educational Qualification : Bachelors degree Summary :As an Application Tech Support Practitioner, you will act as the ongoing interface between the client and the system or application. You will be dedicated to quality, using exceptional communication skills to keep our world-class systems running. With your deep product knowledge, you will accurately define client issues and design resolutions. Roles & Responsibilities: Expected to build knowledge and support the team. Participate in Problem Solving discussions. Provide voice support to clients and resolve their technical issues. Interact with clients to understand their requirements and provide appropriate solutions. Troubleshoot and resolve software and hardware issues. Document and maintain records of client interactions and technical issues. Collaborate with cross-functional teams to ensure timely resolution of client issues. Stay updated with the latest technology trends and advancements in the field. Professional & Technical Skills: Must To Have Skills:Proficiency in Service Desk Management, Service Desk Voice Support. Good To Have Skills:Experience with ITIL framework. Strong understanding of IT service management principles and practices. Knowledge of incident management and problem management processes. Excellent communication and interpersonal skills. Ability to prioritize and manage multiple tasks effectively. Additional Information: The candidate should have a minimum of 0-2 years of experience in Service Desk Management. This position is based at our Bengaluru office. A Bachelor's degree is required. Qualifications Bachelors degree

Project Role :Application Tech Support Practitioner Project Role Description :Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills :Service Desk Management, Japanese Language Good to have skills :NA Minimum 2 year(s) of experience is required Educational Qualification :Graduate Summary:As an Application Tech Support Practitioner, you will act as the ongoing interface between the client and the system or application. You will be dedicated to quality, using exceptional communication skills to keep our world-class systems running. With your deep product knowledge, you will accurately define client issues and design resolutions. Roles & Responsibilities: Expected to perform independently and become an SME. Required active participation/contribution in team discussions. Contribute in providing solutions to work-related problems. Provide Japanese language support for service desk voice support. Deliver exceptional customer service and technical support to clients. Accurately identify and resolve client issues in a timely manner. Collaborate with cross-functional teams to ensure client satisfaction. Maintain accurate documentation of client interactions and issue resolutions. Professional & Technical Skills: Must To Have Skills:Proficiency in Service Desk Management, Japanese, and Service Desk Voice Support. Good To Have Skills:Experience with ITIL framework. Strong understanding of IT service management principles. Excellent communication and interpersonal skills. Ability to troubleshoot and resolve technical issues. Knowledge of incident management and problem-solving techniques. Additional Information: The candidate should have a minimum of 2 years of experience in Service Desk Management. This position is based at our Bengaluru office. A Graduate degree is required. Qualifications Graduate

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Service Desk Management, Service Desk Voice Support, Japanese Language Good to have skills : NA Minimum 2 year(s) of experience is required Educational Qualification : Graduate Summary :As an Application Tech Support Practitioner, you will act as the ongoing interface between the client and the system or application. You will be dedicated to quality, using exceptional communication skills to keep our world-class systems running. With your deep product knowledge, you will accurately define client issues and design resolutions. Roles & Responsibilities: Expected to perform independently and become an SME. Required active participation/contribution in team discussions. Contribute in providing solutions to work-related problems. Provide Japanese language support for service desk voice support. Deliver exceptional customer service and technical support to clients. Accurately identify and resolve client issues in a timely manner. Collaborate with cross-functional teams to ensure client satisfaction. Maintain accurate documentation of client interactions and issue resolutions. Professional & Technical Skills: Must To Have Skills:Proficiency in Service Desk Management, Japanese, and Service Desk Voice Support. Good To Have Skills:Experience with ITIL framework. Strong understanding of IT service management principles. Excellent communication and interpersonal skills. Ability to troubleshoot and resolve technical issues. Knowledge of incident management and problem-solving techniques. Additional Information: The candidate should have a minimum of 2 years of experience in Service Desk Management. This position is based at our Bengaluru office. A Graduate degree is required. Qualifications Graduate

Project Role : Application Support Engineer Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems. Must have skills : Workday Studio Good to have skills : NA Minimum 5 year(s) of experience is required Educational Qualification : Candidate should have good experience in core integration studio Summary :As an Application Support Engineer, you will act as software detectives, providing a dynamic service identifying and solving issues within multiple components of critical business systems. Your day will involve troubleshooting and resolving complex technical issues to ensure seamless operations. Roles & Responsibilities: Expected to be an SME. Collaborate and manage the team to perform. Responsible for team decisions. Engage with multiple teams and contribute on key decisions. Provide solutions to problems for their immediate team and across multiple teams. Ensure effective communication within the team. Implement best practices for system stability. Conduct regular performance evaluations. Professional & Technical Skills: Must To Have Skills: Proficiency in Workday Studio, Candidate should have good experience in core integration studio. Strong understanding of system architecture. Experience in troubleshooting and resolving technical issues. Knowledge of ITIL framework. Ability to work under pressure and meet deadlines. Additional Information: The candidate should have a minimum of 5 years of experience in Workday Studio. This position is based at our Bengaluru office. A Candidate should have good experience in core integration studio is required. Qualification Candidate should have good experience in core integration studio

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Service Desk Management Good to have skills : NA Minimum 0-2 year(s) of experience is required Educational Qualification : Bachelors Degree or Graduation Summary :As an Application Tech Support Practitioner, you will be responsible for providing exceptional technical support to clients, utilizing your deep product knowledge to accurately define and resolve issues. Your typical day will involve interfacing with clients and ensuring world-class systems are running smoothly. Roles & Responsibilities: Provide exceptional technical support to clients, utilizing deep product knowledge to accurately define and resolve issues. Interface with clients to ensure world-class systems are running smoothly. Design and interpret resolutions based on deep product knowledge. Maintain exceptional communication skills to ensure quality service delivery. 24x7 Rotational Shift Voice Process Professional & Technical Skills: Must To Have Skills:Service Desk Management. Good To Have Skills:Knowledge of ITIL framework, experience with ticketing systems. Strong understanding of technical support processes and procedures. Experience with troubleshooting and problem-solving. Excellent communication and interpersonal skills. Additional Information: The candidate should have a minimum of 0-2 years of experience in Service Desk Management. The ideal candidate will possess a strong educational background in computer science or a related field, along with a proven track record of delivering exceptional technical support. This position is based at our Bengaluru office. Qualifications Bachelors Degree or Graduation