Senior Production Support Engineer

IQVIA; Ernakulam; Hybrid; INR 600,000 - 800,000; Full time

Job summary

IQVIA is seeking a skilled Product/Application Support professional to operate in rotational 24x7 shifts, including nights and weekends. You will engage stakeholders across time zones with strong communication and analytical problem-solving abilities.

Candidates should have a solid technical background and experience in ITIL processes, scripting, and automation, with familiarity in Azure, AWS, Oracle, .NET, and SQL. Bachelor's degree in Computer Science or equivalent is required.

Qualifications

• Experience working on product/application support with rotational shift experience.
• Ready to work in 24x7 shifts, including night shifts and weekends.
• Excellent communication to engage stakeholders at all levels.
• Strong analytics and problem-solving abilities.

Responsibilities

• Provide product/application support with timely incident resolution.
• Engage stakeholders across global time zones and manage priorities.
• Troubleshoot complex issues across Azure, AWS, and on-prem environments.
• Document problems and solutions for knowledge base and audits.

Skills

Technical background

Analytical skills

Programming experience

Communication skills

PC troubleshooting

Scripting

Automation

AI understanding

ITIL (Incident)

ITIL (Problem)

ITIL (Change)

Global time zones

Unix

SQL

Windows Server

IIS

Oracle

Azure

AWS

.NET

Education

Bachelor's degree in Computer Science or equivalent

Tools

Azure

AWS

SQL

Unix

Windows Server

Oracle

IIS

.NET

Job description

Roles and Responsibilities

• Experience working on Product/Application support area with rotational shift experience
• Ready to work in 24X7 shifts (Rotational Shifts including Night Shift and Weekends)
• Excellent communication skills and the ability to engage and influence stakeholders at all levels.
• Strong analytics and problem-solving Strong problem-solving skills

Required Knowledge and Skills

• Solid technical background and experience
• Possesses fine-tuned analytical skills and/or programming experience
• Strong PC-based troubleshooting skills
• Possesses solid written and verbal skills
• Working knowledge of technologies such as Azure, AWS, IIS, Oracle,.NET, Unix, SQL, Windows Server
• Good verse with scripting, automation and AI.
• Understanding of ITIL framework such as Incident Management, Problem Management and Change Management process
• Must be comfortable working across global time zones.

Preferred Skills

• Working knowledge of software development processes and methodologies Req
• Knowledge of the clinical trial / pharmaceutical domain Pref
• Powerful work ethic with a focus on customer satisfaction Intermediate
• Strong customer facing and presentation skills Intermediate
• Process documentation skills Intermediate
• Validation documentation and execution skills
• Technical troubleshooting and documentation skills Intermediate

Educational Qualification: Bachelor's degree in Computer Science or equivalent