Application Support Engineer

Artech is the 10th Largest IT Staffing Company in the US, according to Staffing Industry Analysts' 2012 annual report. Artech provides technical expertise to fill gaps in clients' immediate skill-sets availability, deliver emerging technology skill-sets, refresh existing skill base, allow for flexibility in project planning and execution phases, and provide budgeting/financial flexibility by offering contingent labor as a variable cost.

• Good experience in the Pharma Manufacturing domain
• Should have experience working in any of the Manufacturing and engineering systems like SBOL, Delta V, PI or any other Manufacturing applications used in the Pharma labs
• Communicate and coordinate with application users to resolve their application issues and requests
• Should have experience investigating, debugging and resolving Level 3 or escalated application issues. Coordinate issue resolution and site communications
• Deal with end-users directly, understanding their needs and resolving their issues in manufacturing space
• Proactively identifying issues, independently resolves routine issues, escalates more complex issues as required
• Implement configuration changes, perform technical tasks software installations, environment refreshes, backups, performance measurement for supported applications in manufacturing space
• Service follow up and resolution of escalated service issues and deficiencies as required
• Assess the impact of IT monthly maintenance activities and communicate the information to manufacturing application owners
• Co‑ordinate in scheduling the planned updates for IT systems in manufacturing space
• Perform system maintenance tasks (e.g., performance monitoring, incident management, metrics, knowledge management documentation)
• Root cause analysis for support issues to determine cause of failures or incidents
• Emergency escalations to appropriate groups to ensure timely resolution of incidents (i.e., escalations to infrastructure teams, Level 3 teams, or vendors)
• Reduce tickets; improve ticket resolution time and meet SLAs to reduce cost of systems support

Pharma Manufacturing Experience is mandatory

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