Incident and Problem management for PEMS (Production Environmental Monitoring) system, including monitoring and reporting of IT incidents and service requests, reviewing problems, and known errors, identifying trends and potential problem sources, and coordinating with stakeholders to prevent recurrence. Conducting weekly/Bi-weekly meetings to coordinate incident and problem ticket status with PEMS support team.
Co-ordinate with Application Service Delivery (ASD) team on the incident handling activity for L1 ticket handling and based on the trend cascade the activity to ASD team.
Change management for PEMS and globalLIMS (Laboratory Information Management System) systems, including managing, coordinating, and monitoring IT changes, logging and reviewing change requests, ensuring compliance requirements are met, and initiating post-implementation reviews.
Release management for planned system releases on PEMS, including creating release records, managing, and tracking release schedules, coordinating with stakeholders, collaborating with vendors or support teams, and updating relevant documentation.
Qualifications
masters degree or bachelors degree in relevant fields (Software Engineering, Computer Science, Business Administration) and relevant business experience.
5+ years of experience with IT support experience in incident, change, release and problem management. Hands on experience in ITIL & Service now tool. Experience in GxP regulated industry is good to have.
Excellent communication skills in written and spoken English.
Ability to collaborate and communicate effectively with stakeholders at all levels, both internal and external.
Global mindset and cross-cultural understanding, with the ability to operate in a virtual and international IT operation.
