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QMS L1/L2 Support Engineer

QMS L1/L2 Support Engineer

Zensar

5 - 10 years

7 - 12 Lacs

Kolkata Mumbai New Delhi Hyderabad Pune Chennai Bengaluru

Posted:1 month ago| Platform:

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Skills Required

Root cause analysis Quality standards Junior Staff Compliance QMS Data structures data integrity Troubleshooting Technical support Quality management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Position Overview:

We are seeking a highly skilled and experienced QMS L1/L2 Support Engineer to provide QMS Application Management Services (AMS). The ideal candidate will have a deep understanding of QMS platforms. This role is critical to ensuring seamless support, data integrity, and compliance with regulatory requirements.

Key Responsibilities:

Collaborate with business teams to understand support requirements, including data prioritization, categorization, and compliance needs.
Provide comprehensive technical support by handling customer inquiries, performing basic and advanced troubleshooting, and resolving hardware and software issues.
Manage incident logs, conduct root cause analysis, monitor system performance, and ensure customer satisfaction through effective communication and problem-solving.
Assist in system configuration, provide training to junior staff, and generate performance reports.
Analyze existing data structures and workflows within Caliber QMS, Trackwise, and SoftXpert.
Ensure compliance with regulatory and quality standards during all phases of support.
Perform rigorous testing to validate the successful resolution of issues.
Document processes, workflows, and findings to provide clear insights and recommendations.
Train team members in new processes and tools related to QMS support and management.

Required Qualifications:

5+ years of proven experience in support projects involving QMS systems.
Provide L1/L2 support - handle initial customer inquiries and provide technical support via phone, email, and chat.
Hands-on expertise with Caliber QMS, Trackwise, SoftXpert, and Veeva Quality Vault.
Strong understanding of regulatory and data compliance standards in quality management.
Excellent problem-solving skills.
Effective communication skills to collaborate with cross-functional teams.

Key Competencies:

Technical Proficiency: Expertise in system configuration, troubleshooting, and support tools.
Attention to Detail: Ensuring data accuracy and compliance during support.
Problem-Solving Skills: Ability to address and resolve support challenges effectively.
Team Collaboration: Working seamlessly with stakeholders and technical teams.

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