Site Sppt Engineer 1 (R1095065) in Bangalore, India at IQVIA™

Date Posted: 1/22/2020

Job Snapshot

Job Description

IQVIA™ is the leading human data science company focused on helping healthcare clients find unparalleled insights and better solutions for patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness the power of healthcare data, domain expertise, transformative technology, and advanced analytics to drive healthcare forward.

PURPOSE
Under general supervision, provide remote second-tier Information Technology (IT) support to end-users, to restore service and / or identify and correct core problem.

RESPONSIBILITIES
1. Provide first line assistance to end users of our Global Lifecycle Safety Platform ensuring accurate logging and tracking of requests
2. Triaging of tickets and assigning to the respective team to help resolve the issue.
3. Working on Incidents and Requests assigned to you.
4. System administration and first level issue management
5. Need to know about Problem management and how tickets are assigned to Problem Management.
6. Excellent communication skills, need to write or talk on incident related calls.
7. Setting up open bridge calls and involving the respective teams to troubleshoot any end user issues.
8. Good email etiquettes.
9. Worked on Ticketing tool.
10. Windows Server Administration
11. SQL/PLSQL, should be able to write queries to get data.
12. Good Database knowledge.
13. Application Support should have been as a Level 1 or Level 2 support.
14. Excellent Troubleshooting and analytical skills
15. ITIL Certified/Aware of the ITIL process
16. Would prefer male candidates since we work in shifts.
17. Need to work in shifts, 3 shifts and during weekends on a rotatory basis
AM Shift (5:30 to 2:15)
PM Shift (2 to 10:30)
Night shift (10 PM to 6 AM)
18. To ensure the weekday operations are not impacted due to the comp offs and leaves and minimum 3 people are present in each of the 3 shifts.
19. Assist in the generation of standard ad hoc query reports as required
20. Troubleshoot errors associated with case reporting and E2B
21. Close liaison with second and third level teams and external vendors to work through complex support issues
22. Ensures adherence to relevant support SOPs and WIs that relate to the provision of end user support and can support audits as required
23. Implement, maintain and continually seek to improve procedures and processes used by the team
24. With guidance can assist in the management and coordination of system deployments
25. Interact with software vendors, infrastructure services, and/or applications development to quickly restore system issues having a wide impact
26. Play a key role in the communication cascade to customers, business partners and stakeholders
27. Perform other activities as listed or conveyed by the manager or SME’s.
28. Coordinate with internal and external service providers in the area of incident, problem, and change management.
29. Ability to establish effective working relationships with all customers, partners and co-workers
30. Ability to establish and maintain effective working relationships with co-workers, managers and clients.
31. Project management exposure.
32. Use of the telephone and face-to-face communications, which requires accurate communication skills and good customer handling skills.
33. Actively participate in Handover calls during the business hours and provide regular update during the Incident Review Triage calls.

Join Us

Making a positive impact on human health takes insight, curiosity, and intellectual courage. It takes brave minds, pushing the boundaries to transform healthcare. Regardless of your role, you will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve outcomes for patients.

Forge a career with greater purpose, make an impact, and never stop learning.



Job ID: R1095065