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Our client is a healthcare industry supplier providing the resources, support, and technology. It works with pharmaceutical manufacturers to help develop and deliver advanced medical treatments that lead to improved care and outcomes.
On this position you will provide Level 2 support services compliant with client's ITIL/ITSM Policies and Practices to support an application for pharmaceutical needs which delivers the following services to customers: • Orders placement, product updates and order status reviewing in the most efficient manner; • The latest information about programs and services access; • The latest industry news distribution to help keep clients' pharmacy on top of developments and opportunities.
Interact with 1st and 3rd support levels and customer technical support;
Manage Alerts from Monitoring toolset;
Identify and resolve or escalate resolution to the appropriate area of support Incidents, Service Requests, production code defects, errors for failed/incomplete batch;
Manage source and version control of Connect applications in scope;
Perform technical Change management including emergency changes and deployment into a production environment. Verify production environment after release;
Monitor System Performance and perform other proactive activities that mitigate the risk of service interruption, regardless of root cause;
Collaborate with Application Development team for knowledge transfer of new releases and completing Production Readiness requirements;
Support the QA/Testing efforts for applications;
Communicate the reports to the customer;
Participate in SOX quality audit process and provide reporting;
Provide regular service reporting;
Manage customer impacting issues;
Communicate with an onsite coordinator for offshore team task assignment /status tracking etc.
3+ years of application support experience;
Ability to ensure continuous service availability (24/7 Support); work in shifts (no night shifts);
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