Technical Support Engineer - Python

Job Description

Technical Support Engineer - Python

About ArisGlobal (www.arisglobal.com): 

ArisGlobal is empowering life science organizations to deliver breakthroughs faster, accurately, and with precision. This is paramount for the passage of lifesaving medications and products VIA clinical trials, using our software and technology. As an industry leader, ArisGlobal provides our SaaS leading technology and services to 40/50 top Bio-pharmaceutical corporations, 4/5 of the most advanced global pharmaceutical companies and nine government-health authorities, including the FDA, Health Canada and the NMPA, for example, around the world.

2021 has presented simultaneous developments in the global Drug Safety and Pharmacovigilance Software Market, projecting unfaltering growth through 2027. Effectively harnessed by prominent market drivers, ArisGlobal is named a “Key Player.” Located in Miami, New Jersey, Budapest, Dublin, Darmstadt, Rome, Tokyo, Shanghai, Bangalore, Mysore, our global presence is clear, and we are growing faster than ever.

Requirements:

• Bachelor’s degree in computer science, Information Technology.
• 2-6 years of experience in Technical Support/Application Support and IT service management, preferably in a global organization.
• Minimum 1+ Years of strong experience in Python (Mandatory)
• Good SQL (OR) PL/SQL skills
  • To fetch case data based on customer requirements.
  • To write update statements on scenario basis for case correction.
• Should be ready work in 24X7 shift based support team
• Strong knowledge of IT service management frameworks (ITIL) and best practices.
• Proven track record in driving support excellence and customer satisfaction.
• Experience in managing customer service level agreements.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong leadership and interpersonal skills, with the ability to collaborate effectively across teams and influence stakeholders.
• Collaborative mindset and the ability to work seamlessly within diverse teams and drive concept implementation.
• Exceptional communication and presentation skills, both written and verbal.
• Working knowledge with ticketing tools like Jira, ZenDesk, ServiceNow.

Roles & Responsibilities:

• As Tier-2 engineer for you would be responsible for providing application functionality support and technical support for ArisGlobal Life Sphere applications, associated interfaces or any other product of ArisGlobal.
• Take ownership of tickets logged by customer and delivery excellent customer experience that meets ArisGlobal organizational values
• Collaborate with cross-functional teams and support Service Delivery managers to establish service delivery standards and best practices, ensuring alignment with business objectives.
• Monitor and analyse service performance using industry-leading methodologies, identify areas for improvement, and implement corrective actions.
• Lead/Collaborate in service improvement initiatives, leveraging continuous improvement methodologies and frameworks.
• Oversee incident and problem management processes, ensuring timely resolution and minimizing impact on operations.
• Foster a culture of customer-centricity within the organization, promoting a high level of customer service and engagement.

Good To have skills:

• Good understanding of Pharmacovigilance
• Added advantage if you possess the below listed experience or similar enterprise products experience.
• Working knowledge with case processing life cycle from case creation to distribution.