eQMS Support Engineer

PRI INDIA IT SERVICES PRIVATE LIMITED; Bengaluru; On-site; INR 400,000 - 550,000; Full time

Job summary

PRI INDIA IT SERVICES PRIVATE LIMITED is seeking an eQMS Support Engineer in Bengaluru. The role focuses on client-facing application support, ticket management, and adherence to SOPs and SLAs.

The candidate should be willing to work in rotational US/European time zones, and possess strong communication and problem-solving skills. Qualifications include 0–2 years in application support, SQL knowledge, and familiarity with ticketing systems like JIRA, CSM or ServiceNow.

Qualifications

• Any Graduate, preferably from Science/Computer Science/Information Technology
• Minimum 0-2 years of experience in Application/Product Support
• Excellent client-facing and communication skills (written and oral)
• Ability to analyze/interpret the ticket appropriately and seek clarifications when required
• Good knowledge of RDBMS Concepts and ability to write SQL queries
• Have the ability to analyze SQL traces
• Preferably ITIL certified
• Good knowledge of ticketing systems like JIRA, CSM, Service Now, etc.
• Proven ability to learn quickly and adapt well, to apply new skills and evolving processes
• Must be self-driven, energetic with passion for technology, and provide excellent customer support
• Able to operate under pressure in time sensitive support environments
• Good quantitative and analytical skills - working experience in Microsoft Office especially Excel
• Result and detail-oriented approach to work delivery and output
• Good organizational, time management and prioritization skills including attention to detail
• Ability to establish and maintain effective working relationships with Team, Managers and Clients

Responsibilities

• Provide application support via phone, email, or ticketing system within SLA timelines
• Escalate complex issues to senior staff or managers when necessary
• Ensure tickets are properly categorized, updated and tracked
• Collaborate with engineering and product teams to resolve issues
• Demonstrate accountability through timely communication and issue handling
• Support clients across US/European time zones in a rotational shift environment
• Assist in process improvement, knowledge base updates, and lessons learned
• Perform routine monitoring and validation of interfaces and job executions
• Contribute to high quality customer service within internal processes

Skills

Excellent communication

Problem solving

Ticket handling

SQL queries

Microsoft Excel

Self-driven

Education

Any Graduate (Science/CS/IT)

ITIL certification (preferred)

Tools

JIRA

CSM

ServiceNow

Job description

Summary

Smart Solve eQMS Application ensures Quality and Compliances across Organization for Life Sciences with Realtime Solutions

Enterprise Quality Monitoring System Team is seeking a highly motivated, client-focused and resourceful individual to provide application support, through effective ticket management by ensuring all deliverables are in accordance with standard operating procedures & work instructions, meeting quality & service level agreements, thus fulfilling expectations of our Clients/Stakeholders. Ensure all deliverables comply with standard operating procedures and work instructions, meeting quality and service level agreements to fulfill client and stakeholder expectations. Qualifications usually include strong communication, problem-solving skills, and computer proficiency.

Smart Solve eQMS Application ensures Quality and Compliances across Organization for Life Sciences with Realtime Solutions

Job Title:

eQMS Support Engineer

Primary Responsibilities

• " Preferable Knowledge on eQMS or Track Wise modules
• " Quick learner who easily grasps new concepts.
• " Knowledge in Product Support or Application support
• " Excellent Communication is Mandatory in both verbal and written communication skills.
• " Must possess problem-solving skills and the ability to work within provided SLA timelines.
• " Offer support services to clients via phone, email, or ticket through the toll-free number.
• " Escalate complex or unresolved issues to senior staff or managers when necessary.
• " Ensure that all tickets raised by the Clients are correctly categorized, updated and properly handled
• " Collaborate with engineering and product teams to elevate and resolve complex issues
• " Demonstrate highest standards of accountability by effective communication and handling/escalating of all technical and functional issues as and when they occur in a timely manner
• " Commitment to perform quality work and high client satisfaction.
• " Drive a sense of urgency with teams that the ticket has been escalated to
• " Provide excellent customer service while staying within our internal processes
• " Work in a 18x5 support team which follows US and European holiday calendar
• " Willingness to work in rotational shifts during US and European time zones (Including Night Shifts)
• " Contribute to process improvement, knowledge base updation and lessons learnt
• " Solid troubleshooting skills and passion for problem-solving & investigation

Minimum Education, Experience, Required Knowledge, Skills And Abilities

• " Any Graduate, preferably from Science/Computer Science/Information Technology
• " Minimum 0-2 years of experience in Application/Product Support
• " Excellent client-facing and communication skills (written and oral)
• " Ability to analyze/interpret the ticket appropriately and seek clarifications when required
• " Good knowledge of RDBMS Concepts and ability to write SQL queries
• " Have the ability to analyze SQL traces
• " Preferably ITIL certified
• " Good knowledge of ticketing systems like JIRA, CSM, Service Now, etc.
• " Proven ability to learn quickly and adapt well, to apply new skills and evolving processes
• " Must be self-driven, energetic with passion for technology, and provide excellent customer support
• " Able to operate under pressure in time sensitive support environments
• " Good quantitative and analytical skills - working experience in Microsoft Office especially Excel
• " Result and detail-oriented approach to work delivery and output
• " Good organizational, time management and prioritization skills including attention to detail
• " Ability to establish and maintain effective working relationships with Team, Managers and Clients

Additional Points

• " Should be ready to work on weekends as and when required
• " Should be able to remote into Servers, run pre-defined scripts to fetch reports
• " Should be able to monitor jobs, validate interfaces to confirm job execution