Senior Product Sustenance Engineer

Shifts if any: 8.00am to 5.00pm or 12.00pm to 9.00pm

Provide daily support to business on WATSON LIMS system

• Monitor 1stand 2ndlevel support queues Monitor end users requests using Eurofins ticketing systems (OTRS);
• Support end-users by providing necessary training and guidance;
• Identify and arrange for Thermo-Fisher technical support on issues that cannot be resolved in-house;
• Maintain a high degree of customer service for all support requests;
• Execute relevant preventative maintenance and maintain company IT procedures relating to disaster recovery and backup systems in collaboration with IT Infra;
• Create, maintain and update procedures when changes in hardware or applications occur;
• Lead training and/or ensure effective knowledge transfer to laboratories in case of Watson LIMS new release;
• Partner with local laboratory technical staff to plan, fix and implement patch releases as required;
• Manage servers inventory and the associated costs;
• Support the integration of Watson LIMS with Eurofins Suite in collaboration with IT Programs.

• Support laboratories on WATSON LIMS migration projects

• Issue and monitor migration project plan in collaboration with Laboratory representatives;
• Perform IQ on new Watson LIMS instance;
• Document migration activities according to Eurofins Computerised System Validation Framework (ECSVF) in collaboration with Laboratory QA.

• Perform IQ/OQ on new version of WATSON LIMS

• Perform IQ/OQ on new version of WATSON LIMS with Provider support;
• Document IQ/OQ activities according to Eurofins Computerised System Validation Framework (ECSVF);
• Support and coordinate local laboratory QA with PQ activities (Scripts, Documents, Document Approval).

• Setup new instances of WATSON LIMS for newly acquired laboratories

• Coordinate with DBA the setup of Oracle DB instance;
• Streamline Watson LIMS implementation

OTHER ASSIGNMENTS:

• Streamline WATSON LIMS licenses usage;
• Participate to SOPs updates based on experience
• Setup Fail-over Mechanism in collaboration with DBA.

PERFORMANCE APPRAISAL CRITERIA:

• Strong collaboration with
  • Group IT (Security ,Infra ,EAO ,PMO);
  • Application Suite Providers ,Establish strong partnership with provider (Thermo-Fisher);
• Satisfaction of applications suite end users.

B.E/B.Tech graduate