Lead - Application Support

Role - Providing application support for Sycamore SaaS products from product and/or technical support perspective. (IMMEDIATE JOINER)

Designation - Lead - Application Support

Experience (in years) - Minimum 8-12 years experience in application support

Education - Masters/Bachelor's degree, preferably in Computer Science, Information science, Physics, Math or any other related discipline.

Essential Skills

Strong command of Unix/Linux, Windows environment, scripting skills, database management skills, ITIL framework understanding. Excellent verbal and written communication skills. Time Management: Handling multiple tasks and prioritizing effectively; Quick learning ability; Good documentation skills Exceptional analytical and diagnostic skills with a methodical approach to root cause analysis and complex problem-solving. Ability to translate technical findings into clear, concise, and actionable recommendations.

Desired Skills

Knowledge of the clinical research process with emphasis on data collection and preparation for submission; Ruby on Rails programming skills; CloudOps skills, R/Python programming skills; Problem management skills.

Certifications,

if any Preferred certifications - ITIL certifications/GxP certifications/AWS certifications/DB certifications

Summary

This role requires excellent communication skills and a good understanding of clinical trials. It also requires troubleshooting and resolving client-specific technical cases, escalating cases as required; assisting with projects moving from project to production environment, and training clients and

staff. This fast-paced role requires flexibility working with several stakeholders while being exposed to various technologies and environments. Expertise in Ruby on Rails programming would be a plus. Understanding of clinical trial standards and GxP practices is desirable.

Roles & Responsibilities

● Serve as product related subject matter expert for diagnosing and resolving complex application issues, performance bottlenecks, and data integrity problems.

● Application of exceptional analytical and diagnostic skills with a methodical approach to root cause analysis and complex problem-solving.

● Translate technical findings into clear, concise, and actionable recommendations.

● Attend customer calls and document the issues on all software products the Companysupports.

● Perform discovery with customers whenever possible, as directed.

● Following up on all issues promptly and maintaining high levels of customer satisfaction.

● Document all discussions or correspondence with customers following company policies and procedures.

● Report open issues daily to teamleaders.

● Provides basic support and troubleshooting, such as password resets, break/fix instructions, verification of proper setup, and assistance with navigating around application menus

● Generating reports, analysis documents using programming skills

● Create and maintain ticket routing; escalation plan, as required.

● Suggest and implement enhancements to monitoring tools and alert configurations; improving support processes and automation initiatives.

● Participate in application deployment and release management to ensure smooth

rollouts

● Team collaboration and ensuring adherence to company's information security policies and regulatory compliance requirements.

Essential Experience

● 6+ years of working experience with at least one or more years in application support experience from a B2B context.

● Troubleshooting: Diagnosing errors, checking logs, replicating issues, and resolving bugs.

● Monitoring: Tool based ticket monitoring and assignment

● Languages/Tools: Proficiency in scripting (Python/Shell/ Powershell/ JavaScript) and database queries (SQL)

● System Knowledge: Experience with specific enterprise systems (clinical preferred) and operating systems (Unix/Windows/Linux).

Process & Operations:

● Issue Resolution: Managing tickets, escalating complex problems, and documenting solutions.

● Code Management: Handling code migration and configuration changes.

● User Support: Providing front-end and internal support, installation, and configuration.

● Experience working in 24x7 or on-call environments

● Working in shifts

● Knowledge of ITIL frameworks (ITIL Foundation certification is a plus)

● Demonstrated excellent verbal and written communication skills.

● Contribute to continuously improving support processes, tools, and automation initiatives.

Desired Experience

● Created and maintained comprehensive documentation, including detailed troubleshooting guides, operational runbooks, SQL scripts, Unix/Linux commands, and knowledge base articles.

● Conduct in-depth root cause analysis for recurring incidents, translating technical findings into actionable solutions

● Working experience of supporting applications in the clinical research/trials domain