Monitoring and Maintenance: Monitor integration pipelines, data flows, and jobs to ensure system uptime, performance, and stability. Troubleshoot issues promptly and ensure timely resolution to minimize business impact. Monitor and maintain data models to ensure data accuracy and consistency. Incident Management and Triaging: Utilize ITIL best practices to manage incidents efficiently, ensuring minimal disruption to operations. Triage incidents in Digital Transformation (DT) projects to identify and resolve issues promptly. Handle access requests and ensure proper authorization and security protocols are followed. Change and Problem Management: Raise and manage Change Requests (CRs) for any system modifications or updates. Conduct root cause analysis for recurring issues and document Problem Tickets for long-term solutions. Ensure adherence to ITIL processes for managing changes and resolving problems effectively. Pipeline Validation and Analysis: Apply SnapLogic knowledge to troubleshoot issues within SnapLogic pipelines, APIs, and other integration points. Assist in configuration changes, pipeline development, and modifications as needed. Work closely with stakeholders to understand integration requirements and recommend solutions. Service Delivery and Improvement: Develop, implement, and maintain service delivery processes in accordance with ITIL best practices. Continuously identify opportunities for process improvements and automation to enhance service delivery. Provide regular updates and reports on ongoing initiatives to stakeholders and PMO. Support and Collaboration: Collaborate with other team members and stakeholders to understand requirements and provide effective support solutions. Communicate effectively with stakeholders, including senior management, business users, and other teams, to provide updates on incident status and resolution efforts. Facilitate User Acceptance Testing (UAT) of projects and Change Requests, adhering to Quality Control policies and guidelines. Qualifications Bachelor degree in computer science, Information Technology, Data Science, or a related field. Minimum of 4 years of experience in a support engineer role with 2 years relevant in Snap logic, preferably in the pharmaceutical or related domain. Proven experience in monitoring and maintaining jobs, schedules, and data models. Familiarity with Digital Transformation projects and triaging processes. Strong hands-on experience with SnapLogic integration platform (including SnapLogic Designer, Manager, Monitor and scheduler). Proficiency in working with integration technologies such as APIs, REST, SOAP, ETL, and Cloud Data Platforms. Knowledge of common data formats (e.g., JSON, XML, CSV, Flat files) and experience in integrating various applications and systems. Databases : Snowflake, MySQL, Redshift Strong diagnostic and troubleshooting skills, particularly in integration and middleware-related issues. ITIL Skills: Strong understanding of ITIL best practices for Incident, Change, and Problem Management. Experience in raising and managing Change Requests and Problem Tickets. Familiarity with service delivery processes and continuous improvement initiatives in an ITIL framework Excellent communication and collaboration skills. Strong problem solving and analytical skills. Ability to work independently and as part of a team. Strong organizational skills with the ability to manage multiple tasks and projects simultaneously
