Principal Product Support Specialist

Company Description

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and the environment safer, healthier and more sustainable. From the food you eat to the medicines you rely on, Eurofins works with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate. Eurofins is a global leader in food, environmental, pharmaceutical and cosmetic product testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, CDMO, advanced material sciences and in the support of clinical studies.

In over just 35 years, Eurofins has grown from one laboratory in Nantes, France to 62,000 staff across a network of over 1,000 independent companies in 61 countries, operating 900 laboratories. Performing over 450 million tests every year, Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products, as well as providing innovative clinical diagnostic testing services, as one of the leading global emerging players in specialised clinical diagnostics testing.

Eurofins is one of the fastest growing listed European companies with a listing on the French stock exchange since 1997.

Eurofins IT Solutions India Pvt Ltd (EITSI) is a fully owned subsidiary of Eurofins and functions as a Global Software Delivery Center exclusively catering to Eurofins Global IT business needs. The code shipped out of EITSI impacts the global network of Eurofins labs and services.

The primary focus at EITSI is to develop the next generation LIMS (Lab Information Management system), Customer portals, e-commerce solutions, ERP/CRM system, Mobile Apps & other B2B platforms for various Eurofins Laboratories and businesses. Young and dynamic, we have a rich culture and we offer fulfilling careers.

Qualifications

REPORTING TO: IT Operations Manager

JOB RESPONSIBILITIES:

• Provide advanced application support, troubleshooting, and resolution for business-critical systems.
• Collaborate with solutioning, DevOps, and infrastructure teams to ensure system stability, scalability, and reliability.
• Able to perform periodic activities and ensure compliance with operational processes.
• Work closely with stakeholders to understand business needs, prioritize issues, and drive resolution.
• Perform deep analysis of ticket/alert trends and prepare insightful reports to improve operational efficiency.
• Demonstrate systems thinking and take extreme ownership of assigned tasks and issues.
• Drive incident/problem management processes and coordinate with cross-functional teams for resolution.
• Contribute to automation and infrastructure-as-code initiatives using Terraform or Ansible.
• Support both Windows and Linux environments, including patching, upgrades, and performance troubleshooting.
• Demonstrate understanding of AWS infrastructure, including EC2, RDS, and other services.
• Understand and manage AWS infrastructure components such as IAM, EC2, VPCs, Subnets, Route Tables, ALBs, NLBs, DNS amongst other cloud objects.
• Work closely with development teams to ensure smooth application deployment.
• Provide training and mentoring to junior engineers.
• Able to drive and create process documents (SOPs).
• Be flexible to work in shifts and provide on-call support for P1 or P2 incidents during off-hours, weekends, and holidays, as required.

REQUIRED EXPERIENCE AND SKILLS:

Experience:

• 9–10 years of experience in Application Support and Service Desk operations.
• 5+ years of experience in managing Major Incidents.
• 2+ years of experience in problem management.
• Exposure to working with solutioning teams, particularly in collaboration with DevOps teams.
• Hands-on experience with IaC tools such as Terraform and Ansible. (2+ Years)
• Scripting skills in PowerShell, Bash, Shell Scripting.
• Experience in using infra monitoring tools.
• Good Windows Administration and Linux Administration skills. (4+ Years)
• Proficiency in Microsoft Excel with ability to prepare detailed reports, pivot tables, and data analysis related to tickets/alerts.

Technology skills:

• ITSM: Service Now & BMC Remedy Helix
• MS Office: MS Excel, MS Word
• Cloud Infrastructure & Administration: AWS, Azure, and other cloud platforms.
• Scripting: PowerShell, Bash, Shell scripting
• Infrastructure as Code: Terraform, Ansilble
• Operating Systems: Linux (Ubuntu, Rocky), Windows Servers.

Personal Skills:

• Strong logical thinking and system design abilities.
• Excellent communication skills to effectively convey ideas.
• Strategic thinker with the ability to plan and execute long-term roadmaps.
• Strong interpersonal skills to collaborate effectively within teams.
• Self-motivated, with the ability to work efficiently under pressure.
• Passion for process improvement and documentation.
• Quick learner, adaptable to new technologies and systems.
• Proactive approach to problem-solving and continuous improvement.

PREFERED CANDIDATES:

• Able to handle urgent production issues and troubleshooting effectively.
• Take ownership of tasks and responsibilities with a proactive mindset.
• Accountable for deadlines and time management.
• Eager to take on challenges and grow within the organization.
• Willing to invest time on continuous learning and certifications.

Additional Information

Personal Skills:

• Excellent analytical and problem solving skills
• Excellent verbal and written communication skills
• Ability to articulate and present different points-of-views on various topics related to project and otherwise.
• Eager to learn and continuously develop personal and technical capabilities.

Required Qualifications:

• MCA or Bachelors in Engineering, Computer Science or equivalent.

PERFORMANCE APPRAISAL CRITERIA: Eurofins has a strong focus on Performance Management system. This includes quarterly calibrations, half-yearly reviews and annual reviews. The KPIs shall be set and may vary slightly between projects. These will be clearly communicated, documented during the first 30 days of your joining.