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IQVIA Product Support Tech Advisor 2 in Bangalore, India

JOB DESCRIPTION:

  • Possess Excellent Analytical and Troubleshooting skills to provide Level 2/Level 3 Support for multiple applications

  • Work with development teams for handing-off or taking over active support issues and creating a team specific knowledge base and skill set

  • Interact with vendors, applications development teams to restore service/resolve core problems.

  • Coordinate validation activities related to the deployment of business applications

  • Maintain knowledge of the IT industry, analyze the abilities of tools and technologies and compare with the needs of the business, recommend potential solutions to managers within the business.

• Provide customers, staff or stakeholders with projects, systems or technical support in line with project plans or initiatives. Communicate IT issues to business units at various levels of seniority.

• Identify quality issues, performs trend analysis and support corrective action plans and preventive measures. Escalate risks / issues as appropriate.

• Maintain compliance with eSOPs, training and keep current on knowledge and relevant initiatives.

• Experience with Contract Research Organizations (CRO), Healthcare, or similar highly regulated environment.

• Experience writing knowledge articles and conducting knowledge transfers to Tier 1/Tier 2 teams

• Experience working in a large Matrix Environment. Able to clearly communicate and work in tandem with multinational teams

• Manage and coordinate the implementation of internal, external and off-the-shelf business applications with all IT and business groups. Provide internal/external customer facing support.

Skillsets

  • Knowledge of Cloud Technologies and Cloud Infrastructure, including networking, VPCs, VGWs, DNS

  • Familiarity with AWS EC2, Docker, Kubernetes (AKS), AWS SDK, Bash, PowerShell.

  • Familiarity with S3, Security Groups IAM roles, CloudWatch, AWS RDS

  • Excellent troubleshooting skills for AWS /Azure platform.

  • Experience with ITIL/ITSM service operations processes – ideally ITIL Foundation certified.

  • Sound Knowledge on SQL/PL/SQL codes and understanding of Oracle Databases

  • Ability to troubleshoot data errors, Performance Bottlenecks, Connectivity issues

• Ability to assume ownership of an issue and act as an advocate for affected users

• Solid technical background and experience and Possesses fine-tuned analytical skills

• Relational database experience. Familiarity with Master Data Management concept.

• Knowledge on Production Support Process (Incident/Change/Configuration/Problem Management).

• Basic knowledge of SOPs, GCPs related regulatory requirements and systems/process requirements.

• Exemplary written/Verbal, computer literacy, organizational, communication and problem-solving skills. Able to clearly communicate in English with users from a variety of cultural backgrounds.

• Ability to handle multiple priorities, tasks and meet deadlines. Good customer service skills

• Self-motivated and able to work with limited supervision

• Exposure to tools like Service now/JIRA/Splunk/Spotfire

  • Experience with enterprise level visualization products - Preference for Spotfire

MINIMUM REQUIRED EDUCATION AND EXPERIENCE

• Bachelor's degree or any equivalent degree or educational equivalence

• 6-9 years of overall experience in Production Support with minimum 2-4 years Application Support experience in Cloud based technology (AWS, Azure etc.)

PHYSICAL REQUIREMENTS

• Extensive use of telephone and face-to-face communication requiring accurate perception of speech

• Extensive use of keyboard and mouse requiring repetitive motion of fingers and wrists

• Regular sitting for extended periods of time

ADDITIONAL REQUIREMENTS

• Flexibility to work in Shifts

At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 67,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com .

IQVIA is a world leader in using data, technology, advanced analytics, and expertise to help customers drive healthcare – and human health – forward. Together with the companies we serve, we are enabling a more modern, more effective and more efficient healthcare system, and creating breakthrough solutions that transform business and patient outcomes.

To get there, it takes diverse skills and a curiosity to explore new possibilities. No matter your role, everyone at IQVIA, including our colleagues at Q² Solutions, contributes to our shared goal of improving human health. Thank you for your interest in growing your career with us.

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