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PURPOSE
US Custom – Support and Operations team is seeking a highly motivated and resourceful individual to join Support team as a Support Engineer for US business units. Key function includes jobs monitoring, data analysis and validation, ticket resolution on service request & incidents/issues, user management and RCA of issues and escalate to relevant team for resolution.
RESPONSIBILITIES
Willingness to work in shifts (24x7) support team including weekends and public holidays. Flexibility and available on phone/email for the team for any off-business hours support.
Ensure all deliverables are in accordance with SOPs and work instructions, meeting quality and timeline metrics
Ensure he/she demonstrates the highest standards of accountability by effective communication, reporting, and handling/escalating of all technical and functional issues in a timely manner
Establish and maintain effective project/stakeholder communication
Anticipate and identify delivery delays or errors and make sure the customers/stakeholders are advised of progress and actions being taken
Ensure all Service Level Agreements are honored to required quality and support standards
Analyze performance of Team activities and documented resolutions, identify problem areas, devise, and deliver solutions to enhance quality of service and to prevent re-occurrence
Identify areas for improvement and automation in the process
Share daily/weekly reports with team and stakeholders
Education/Qualifications:
Any Bachelor’s degree B.E, B.Tech, BCA, B.Sc OR Diploma holder or equivalent
Work experience in a technical support environment with 8 years of experience.
MANDATORY Requirements:
Knowledge on MDM Reltio or other MDM technologies
Good SQL/PLSQL, Unix knowledge and basic Java scripting knowledge.
Good Database/ETL knowledge
Knowledge on ITIL process and ticketing system/tools
Should have strong analytical and problem-solving ability
Should be proactive with a zeal to learn and have an inquisitive attitude
Adherence to processes and defined service levels in respective individual service areas
Should be flexible to learn and move around technologies
Ability to effectively influence and communicate within the team and cross-functionally
Ability to perform data & application management as part of service operations with an ability to work in fast paced environment
Ability to establish and maintain effective working relationships with team, managers and clients.
Should be able to work independently on issues arising with capable of handling client and on-shore calls.
Good verbal/written communication skills is a must
Additional skills/Good to have
Knowledge on AWS, Snowflake data warehousing,
Knowledge on Microsoft Office / Office 365 especially Excel (Macros, Pivots, Worksheets and add-ins)
Proficient critical thinking, problem solving and decision making
Passion for innovation
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
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create connections that accelerate the development and commercialization of innovative medical treatments. Everything we do is part of a journey to improve patient outcomes and population health worldwide.
To get there, we seek out diverse talent with curious minds and a relentless commitment to innovation and impact. No matter your role, everyone at IQVIA contributes to our shared goal of helping customers improve the lives of patients everywhere. Thank you for your interest in growing your career with us.
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