Snaplogic + ITIL

The role of Support Engineer requires monitoring and maintaining integration pipelines, data flows, and jobs to ensure system uptime, performance, and stability. You will be responsible for troubleshooting issues promptly and ensuring timely resolution to minimize business impact. Additionally, you will monitor and maintain data models to ensure data accuracy and consistency. Utilizing ITIL best practices, you will efficiently manage incidents to ensure minimal disruption to operations. In Digital Transformation (DT) projects, you will triage incidents to identify and resolve issues promptly. Handling access requests, you will ensure proper authorization and security protocols are followed. For Change and Problem Management, you will raise and manage Change Requests (CRs) for any system modifications or updates. It will be essential to conduct root cause analysis for recurring issues and document Problem Tickets for long-term solutions. Adherence to ITIL processes for managing changes and resolving problems effectively is crucial. Your role will also involve Pipeline Validation and Analysis where you will apply SnapLogic knowledge to troubleshoot issues within SnapLogic pipelines, APIs, and other integration points. Collaboration with stakeholders to understand integration requirements and recommend solutions will be necessary. In terms of Service Delivery and Improvement, you will be responsible for developing, implementing, and maintaining service delivery processes in accordance with ITIL best practices. Identifying opportunities for process improvements and automation to enhance service delivery will be a continuous effort. Providing regular updates and reports on ongoing initiatives to stakeholders and PMO is also a key aspect of the role. Collaboration with team members and stakeholders to understand requirements and provide effective support solutions will be crucial. Communication with stakeholders, including senior management, business users, and other teams, to provide updates on incident status and resolution efforts is essential. Facilitating User Acceptance Testing (UAT) of projects and Change Requests will also be part of your responsibilities. Qualifications required for this role include a Bachelor's degree in computer science, Information Technology, Data Science, or a related field. A minimum of 4 years of experience in a support engineer role with 2 years relevant in SnapLogic is preferred, preferably in the pharmaceutical or related domain. Proven experience in monitoring and maintaining jobs, schedules, and data models is required. Strong hands-on experience with SnapLogic integration platform and proficiency in working with integration technologies is essential. Knowledge of common data formats, various databases, diagnostic and troubleshooting skills, as well as strong ITIL skills are also necessary. Excellent communication and collaboration skills, problem-solving abilities, and organizational skills are key attributes required for this role.,