JOB DESCRIPTION:

• Possess Excellent Analytical and Troubleshooting skills to provide Level 2/Level 3 Support for multiple applications

• Work with development teams for handing-off or taking over active support issues and creating a team specific knowledge base and skill set

• Interact with vendors, applications development teams to restore service and/or correct core problems.

• Coordinate validation activities related to the deployment of business applications

• Coordinate with internal and external service providers in incident, problem, and change management, capacity planning and troubleshooting, representing the interests of supported business groups.

• Maintain knowledge of the IT industry, analyze the abilities of tools and technologies and compare with the needs of the business, recommend potential solutions to managers within the business.

• Review System Manuals and other support documents for Production readiness

• Provide customers, staff or stakeholders with projects, systems or technical support in line with project plans or initiatives. Communicate IT issues to business units at various levels of seniority.

• Identify quality issues and support corrective action plans and preventive measures. Escalate risks / issues as appropriate.

• Create, maintain and review system or process documentation and guidelines with guidance.

• Maintain quality standards, may assist with trend analysis, RCA’s and track user requests for   enhancements. Track and provide data for project updates. Escalates as appropriate.

• Maintain compliance with eSOPs, training and keep current on knowledge and relevant initiatives.

• Provide support for internal and external end users on assigned systems / initiatives.

• Experience with Contract Research Organizations (CRO), Healthcare, or similar highly regulated environment.   

• Experience writing knowledge articles and conducting knowledge transfers to Tier 1/Tier 2 teams

• Experience working in a large Matrix Environment. Able to clearly communicate and work in tandem with multinational teams

• Manage and coordinate the implementation of internal, external and off-the-shelf business applications with all IT and business groups. Provide internal/external customer facing support.

Skillsets

• Knowledge of Cloud Technologies and Cloud Infrastructure
• Good knowledge and hands-on experience on AWS & AZURE Kubernetes Docker Container based hosting
• Experience of supporting and deploying iOS and Android Mobile Apps
• Good hands-on experience and knowledge of Reactive.js, Node.js, MuleSoft, NoSQL DB (MongoDB)
• Nice to have knowledge/experience of MuleSoft APIs, Java Programming
• Able to write basic SQL, and well understanding of Pl/SQL codes
• Well versed with ITIL processed for Tier2 and Tier3 Support
• Flexibility to work in Shifts and on-call weekend/deployment support (Must)
• Able to clearly communicate in English with users from a variety of cultural backgrounds.
• Ability to assume ownership of an issue and act as an advocate for affected users
• Solid technical background and experience and Possesses fine-tuned analytical skills
• Relational database experience. Familiarity with Master Data Management concepts
• Knowledge on Production Support Process. ITIL Certified. Exposure to Change/Problem Management.
• Basic knowledge of SOPs, GCPs related regulatory requirements and systems or process          requirements.
• Exemplary written/Verbal, computer literacy, organizational, communication and problem-solving skills
• Ability to handle multiple priorities, tasks and meet deadlines. Good customer service skills
• Self-motivated and able to work with limited supervision            
• Exposure to tools like Service now/JIRA/Splunk/Spotfire preferable
• Experience consuming data from data warehouses
• Traditional oracle data warehouse
• Experience with multiple source system data warehouse

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com