Associate Director, Technical Support

Job Description

Our Company is an innovative, global healthcare leader committed to improving health and well-being in 140 countries around the world. Our product categories include heart and respiratory health, diabetes, infectious diseases, consumer products and women's health. We continue to focus our research on conditions that affect millions of people around the world - diseases like Alzheimer's, Diabetes and Cancer - while further expanding our strengths in areas such as vaccines and biologics. We aspire to be the best healthcare company in the world and are dedicated to provide innovative solutions for tomorrow.

You will have the opportunity to work on global teams to identify and tackle the biggest challenges at the intersection of healthcare, information, and technology. We offer project-based rotations to help with your professional development in a collaborative environment. Overall, we offer technology professionals incredible opportunities to learn from others across the globe, to challenge themselves, and to enjoy a reward that technology careers don't often bring: the satisfaction of helping to save lives.

We are seeking an enthusiastic, forward-thinking professional to join our team. As the Technical Support Engineer, you will be working within the Quality Engineering Platform area as well as with cross functional areas (e.g. DevSecOps, Cloud, etc) and responsible for the maintenance and operations of applications and products enabling sustainment of business operations. In addition, this role will be responsible for proactively researching and generating ideas to enhance operational methods which would be presented to Product Manager and leadership team; as well as enabling proof-of-concept pilots for emerging platforms and applications. The role ensures the operational stability, maintenance, user configuration changes, performance, and compliance of an application or product in production.  As a member of the product team, you will collaborate with developers, test architects, test engineers and other product team members to create software, test packages, test execution, documentation, monitoring, and support processes.  You will ensure monitoring and regular health checks are done to improve the whole lifecycle of the application or product.

We are seeking professionals with the following qualifications, skills, and experience:

Education Minimum Requirement:

• Bachelor's degree in computer science, Engineering, or equivalent experience

Experience/Technical Skills:

• 7+ years of experience in operations engineering/application support.

• 7+ years of experience with server's configuration, application deployment and configuration

• 2+ years’ experience with tools for Web, Mobile, DB and API testing.

• Ability to travel up to 10%

• Experience using one or more of the following test tools are welcome: Selenium, Python, C#, ALM, Xray, Robot Framework, Tosca, QTest, Loadrunner/Performance Center etc.

• Advanced understanding of cloud computing technologies and infrastructure as code.

• Expertise in crafting and utilizing prompts for GPT-based models to streamline automated processes, technical solutions, etc.

• Working experience with Jira, Confluence and GitHub (or similar).

• Knowledge to integrate product development, deployment and operations into the CI/CD processes.

• Self-motivated and self-organized.

• Ability to analyze information to identify new ideas that will improve system functionality.

• Self-driven and able to perform with minimal supervision in a team environment.

You will:

• Work in a scrum team and participate in all stages of product lifecycle.

• Configure prod and non-prod environments, integrations and deploy applications, including Installation Qualification Testing.

• Maintain application support processes and checks that all requests for support are dealt with according to agreed procedures and SLAs.

• Identify specific metrics and mechanisms to measure benefits and plans to activate these mechanisms at the required time. Monitor benefits against what was predicted in the business case.

• Uses application management software and tools to investigate issues, collect performance statistics and create reports.

• Contribute to SDLC documentation of the product as well as work closely with CoP, Advisory, Delivery teams to define, document product information and best practices.

• Diagnoses faults and records and reports on the results of tests. Produces system integration reports.

• Supports product teams in achieving th