Support Lead
India
Job Description
Support Lead
Noida, Uttar Pradesh
Job Summary
- Perform Service Requests (standard change or service that is pre-approved because low risk)
- Create, analyze and resolve incidents as per the defined SLAs
- Execute maintenance projects (EHP, HR packages, Archiving, technology upgrades etc.)
- Problem Management (root case analysis and issue bundling)
- Liaise with other cross functional teams in or outside CIT for any other relevant issue resolution
Key Responsibilities
- Review existing IT solutions for improvements, stay up-to-date with new technologies
- Ensure System is implemented & maintained according to GRC req's & policies (e.g. Authoriz., GxP etc.)
- Support audits from governing bodies (e.g. Auditor, TüV, FDA etc.)
- Contribute to IT/Business Docu. or validation documents in projects/support as outlined in RACI matrix
- Escalation Management on Project Issues, CRs, Incidents or Service Requests
- Resolve Level 3 Support Issues
- Plan, Identify and Excecute Regression Testing as part of maintenance projects
- Train support- and emergency process as part of project handover process to support team
- Support recruiting process for internal staff within Sonova processes and tools
Skill Requirements
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Other Requirements
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Information at a Glance