Application Support Specialist

Eurofins IT Solutions India Pvt Ltd (EITSI) in Bengaluru, Karnataka, is seeking an experienced Application Support Specialist to join their team. This role is crucial for supporting GxP laboratory systems and ensuring the smooth operation of critical applications within a global life sciences organization.

About the Role:

The Application Support Specialist will be responsible for providing comprehensive support for GxP laboratory systems, identifying and resolving system and application-related issues, and ensuring compliance with regulatory requirements. This role requires a hands-on approach and the ability to manage multiple levels of support.

Key Responsibilities:

• Provide 1st, 2nd, and 3rd level support for assigned applications, resolving issues ranging from P1 to P4 and escalating to vendors as needed.
• Conduct quarterly audit compliance tasks, including reviews of application logs and audit trails to meet GxP standards.
• Collaborate with application vendors and educate end-users on best practices.
• Perform system maintenance, including testing and patching of Windows updates on servers and test PCs, often during weekends.
• Support laboratory instruments and participate in Business Continuity and Disaster Recovery tests.
• Engage in incident, change, and problem management processes, adhering to ITIL best practices.
• Work closely with Computer Systems Validation (CSV) and Incident/Change Management teams, as well as local laboratory Quality Assurance (QA) departments.
• Develop documentation for IT support staff, including installation guides, diagnostic procedures, and a knowledge base of common issues and fixes.
• Generate reports on application usage statistics, uptime, and performance for management and internal billing.
• Research and test software updates and upgrades to ensure compatibility.
• Provide technical consultation, training, and guidance to laboratory staff.
• Contribute to Eurofins Cloud Migration Projects.
• Ensure timely completion of tasks dependent on other departments.
• Travel up to 40% across Europe is expected during the first two years.
• Execute IQ, OQ, and PQ protocols onsite or remotely.
• Flexibly switch between project and operational roles, reporting on status and timelines.

Required Profile:

• Associates Degree in Computer Science or a related field.
• Minimum of 2 years of IT application support experience, with a strong preference for Chromeleon CDS in a GxP environment.
• Solid understanding of application architecture and workflows.
• Analytical and troubleshooting skills.
• Willingness to work non-business hours for critical issue resolution and system updates.
• Experience supporting applications in Windows and Cloud environments.
• Experience in validating applications to meet GxP requirements.

Desirable Skills:

• GxP, Data Integrity, and ITIL certifications.
• Experience supporting other laboratory applications.
• Good working knowledge of ITIL services and ServiceNow.
• Experience migrating laboratory applications between domains.

Personal Qualities:

• Multilingual abilities (beneficial for European laboratory interactions).
• Strong oral and written communication skills.
• Excellent interpersonal and organizational skills.
• Ability to thrive in a complex international environment.
• Eagerness to learn and continuously develop technical and personal skills.