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Smith & Nephew
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Service Delivery Engineer, MFG & QRA

Service Delivery Engineer, MFG & QRA

Smith & Nephew

3 - 8 years

8 - 12 Lacs

pune

Posted:1 day ago| Platform:

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Skills Required

it services printing application support process improvement pharma life sciences windows business continuity information technology technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

3rd Party Technical Support Coordination: Collaborate with external vendors/partners to resolve incidents and service requests.
Customer/Business Partner Coordination: Work directly with end-users to troubleshoot escalated issues and keep them informed about the progress of their requests.
IT Partner/Stakeholder Coordination: Coordinate with internal IT teams (service desk, network, Windows, IAM) to resolve incidents and service requests.
Configuration Item Management: Ensure all configuration items in ServiceNOW are accurate and up to date.
Change Ticket Management: Create, update, and manage change tickets through to closure, including coordinating testing with IT, vendors, or business partners.

Process Improvement and Controls (20%)

Process Control: Monitor system alerts, escalations, and complaints, managing customer expectations and escalating issues to the appropriate stakeholders.
Process Improvement: Identify opportunities for process improvement, document them, develop new processes, and present recommendations to stakeholders.
Training and Knowledge Sharing: Provide training and share knowledge with new team members.

What will you need to be successful

Education: Bachelors degree in computer science, Information Technology, or equivalent.

Licenses/ Certifications: Any one of the certifications listed below is good to have.

SAFe Certified
Agile Alliance Certified
TOGAF Certified
ITIL Certified
Any of the ITSM Frameworks

Experience:

Minimum 3 years of IT support experience leading or providing Level 2 (L2) application support for Manufacturing, Quality Management Systems (QMS), or Regulatory Systems within the medical device, life sciences, or pharmaceutical industries.
Demonstrated success in ensuring system reliability, resolving complex incidents, and driving service improvements across critical business applications.
Hands-on experience supporting platforms such as eQMS, RIMSYS, GRS, Calibration Systems, Quality Inspection, Environmental Monitoring, Document Management, Label Printing, CNC Programming, Laboratory Management, or CCMI software .
Proven ability to collaborate with cross-functional teams, vendors, and business stakeholders to deliver efficient, compliant, and high-quality IT services .

Competences:

Strong communication and stakeholder management skills.
Calm and composed under pressure; able to handle escalations effectively.
Hands-on knowledge of ITIL practices and Quality/Regulatory systems support.
Ability to collaborate across diverse internal IT teams and external vendors (3rd Party vendors).

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