Analyst

Job Description: Act as a primary point of contact for supporting the Lab platforms for multiple operating companies spanned across multiple geographies. Coordinate with the various stakeholders (TCS support team at different locations, client delivery managers & IT staff, and non-technical end users) to understand requirements/problems/issues and provide solution. Authoring and review of Platform change related documentation for multiple laboratory platforms. Should be also able to take responsibilities with application support for any number of applications within the lab portfolio covering multiple functionalities.

Roles & Responsibilities:

• Demonstrate thorough understanding of architecture of Quality Control Labs, the Application Process flow, and the overall interdependence across applications

• Provide Platform support for Business Critical platforms in LIMS, CDS, SDMS product lines and ensure Service Level Agreement is maintained in Key Performance metrics (Response time, Resolution Time, Mean time to Resolution, etc.)

• Provide coverage and timely resolution for Business Critical Incidents (Priority 1, 2 scenarios)

• Services from Request Catalogue following Standard Operating Procedures

• Problem Management for chronic, repeated incidents for providing permanent fix

• Change Management process to release platform changes following customer provided standard process and tools and approvals cycles and ensure proper back-up plans and impact assessment are recorded

• Act as a Point of Contact and coordinate with Business, Business IT, Delivery Managers

• Coordinate with Offshore teams to ensure timely resolution of customer reported issues, break fixes, release

• Prepare Estimation based on technical understanding of platforms

• Provide technical approach and point of view on solutions in presentable formats to help in proposals