Labware LIMS L2 Support

1.

• Manage and resolve incidents escalated from L1 support, ensuring timely and accurate solutions to users' issues in LIMS Managed services.
• All L2 support personnel are not site-specific, they work primarily from one site and are responsible for resolving issues from other sites as well
• Perform root cause analysis on recurring problems to identify underlying issues and implement long-term fixes to prevent future occurrences.

2.

• Ensure to close the issues in 2-3 days after receipt from L1.
• Provide solutions or workarounds to users to minimize disruption to their workflow.
• Escalate unresolved or critical issues to L3 support teams, providing detailed documentation.
• Identify the most recurring issues and have target dates to close them on priority.

3.

• Conduct initial training for new users on basic functionalities of the system.
• Coordinate and Plan for Certified to operate Trainings for the respective modules.
• Provide guidance on standard procedures and best practices for using LabWare LIMS.

4.

• Gather information from users, collaborate with the team, and initiate a Change Request (CR) accordingly in ServiceNow.
• Track all the CRs progress and provide weekly updates to the business team.
• Perform impact assessments and ensure no impact after migration to production.
• Create the Scripts and perform proper dry run before approval.
• Communicate the changes to all the sites before implementing.

5.

• Prepare the document for the issues and take approval from Team before scheduling a call with labware.
• Maintain Tracker with all the details along with the progress on the issue from the labware call.

6.

• Adhere strictly to Service Level Agreements (SLAs) to ensure timely resolution of support requests as per LIMS Managed Services
• Follow the workflows in service now and change the status of the ticket accordingly.
• Communicate effectively with users regarding expected resolution times and any delays.
• Escalate potential SLA breaches to higher-level support or management promptly to mitigate risks.
• Track SLA compliance metrics and take proactive measures to address any recurring issues impacting SLA adherence.

7.

• Frequent updates on the progress of the pending issues/ requirements should be provided to the Stake holders.

8.

• Ontime data submission to PMO for biweekly meetings/monthly meetings with the Client Management.
• Responsible to present the Tickets/CRs/Trainings status during the biweekly meetings.

9.

• Ontime completion of pending SOPs in LMS.
• Plan and Conduct on the Job Trainings to new support engineers.
• Participate in regular team meetings to discuss ongoing issues, share knowledge, and improve service delivery.

10.

• Provide timely responses to emails regarding issues and escalations.

11.

• Ensure all support activities comply with organizational policies, procedures, and regulatory requirements.
• Maintain the confidentiality and security of sensitive information accessed during support tasks.

Note:

• Any deviations from the above responsibilities will lead to actions from management.