Service Delivery Engineer

Role & responsibilities

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eQMS, RIMSYS, GRS, Calibration Systems, Quality Inspection, Environmental Monitoring, Document Management, Label Printing, CNC Programming, Laboratory Management, or CCMI software

cross-functional teams, vendors, and business stakeholders to deliver efficient, compliant, and high-quality IT services

- 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).

Application Support (80%)

3rd Party Technical Support Coordination:

Customer/Business Partner Coordination:

IT Partner/Stakeholder Coordination:

Configuration Item Management:

Change Ticket Management:

Process Improvement and Controls (20%)

Process Control:

Process Improvement:

Training and Knowledge Sharing:

• Should have experience managing the application Support, Incident Management, changes & enhancement of the Software/application.
• Understands software- as a service.
• Should have knowledge, User Provisioning like Access Management, User Assigning licenses. As well as quick fix solutions. (day to day trouble shooting).
• Should have experience in

  ITSM, ServiceNow

  (or similar service management tools).
• Should have experience working with

  manufacturing or QMS applications, LiMs, Regulatory Applications.

  [ Basically, he/ she should understand the technology, what are the layers, a basic high level, etc.]
• Should have experience in handling 3rd party vendors, to solve the issues.
• Excellent communications as the role requires good stake holder management. Should have a right attitude to learn and grow.