Senior Product Support Specialist

We are seeking a Senior Product Support Specialist to join our team at Eurofins IT Solutions India Pvt Ltd (EITSI) in Bangalore, India. Reporting to the IT Operations Manager, this role is crucial for providing L1 and L2 application support for our business and operational systems.

Your responsibilities will include performing periodic L1/L2 activities, ensuring adherence to operational processes, and collaborating with stakeholders to gather issue details, prioritize tickets, and deliver timely resolutions. You will analyze recurring ticket and alert patterns to assist in generating operational reports for management. Furthermore, you will support incident and problem management processes, working closely with cross-functional teams. The role also involves assisting in the implementation of automation and infrastructure-as-code practices using tools like Terraform or Ansible, under the guidance of senior team members.

You will provide support for both Windows and Linux environments, including patching, upgrades, and performance troubleshooting. Basic understanding of AWS and experience assisting in managing services like EC2, ALB, and NLB under senior guidance is also required. Maintaining accurate documentation of support processes, including Standard Operating Procedures (SOPs) and Knowledge Base (KB) articles, is essential. Flexibility to work in shifts and provide on-call support during off-hours, weekends, and holidays for P1 or P2 incidents is expected.

Required experience includes 5-6 years in Application Support and Service Desk operations, with 3+ years as a Major Incident Manager. Hands-on experience with Infrastructure as Code (IaC) tools like Terraform (1+ year) and experience with infra monitoring tools are necessary. Strong Windows and Linux Administration skills (2+ years) and proficiency in Microsoft Excel for report preparation, pivot tables, and data analysis are also required.

Technology skills should encompass ITSM tools such as ServiceNow & BMC Remedy Helix, MS Office Suite (Excel, Word), Cloud Infrastructure & Administration (AWS, Azure, and other cloud platforms), Infrastructure as Code (Terraform), and Operating Systems (Linux - Ubuntu, Rocky; Windows Servers).

We are looking for candidates with strong logical thinking, system design abilities, and excellent communication skills. You should be a strategic thinker with the ability to plan long-term roadmaps, possess strong interpersonal skills for effective teamwork, and be self-motivated to work efficiently under pressure. A passion for process improvement, documentation, and a proactive approach to problem-solving are highly valued. You should be a quick learner, adaptable to new technologies, and eager to take on challenges and grow within the organization. Willingness to invest time in continuous learning and certifications is preferred.

Preferred candidates will be adept at handling urgent production issues and troubleshooting effectively, taking ownership of tasks proactively, and demonstrating accountability for deadlines and time management. An eagerness to embrace challenges and a commitment to continuous learning are key.

Required qualifications include an MCA or Bachelor's degree in Engineering, Computer Science, or an equivalent field.

Eurofins operates a robust Performance Management system, including quarterly calibrations, half-yearly reviews, and annual reviews. Key Performance Indicators (KPIs) will be set and clearly communicated within the first 30 days of joining.