GxP GMP Lab IT Support Specialist

Mandatory skills:
1. Strong hands-on experience with microservices architecture (Spring Boot, REST APIs, API Gateway). 2. Working knowledge of Health Care, Clinical & Care Management - Preferred
3. Familiarity with ITIL processes (Incident, Problem, Change Management, Production Checkout Support, Break Fix / Hot Fix)

Key Responsibilities

· Lead L2/L3 production support for microservices applications, ensuring adherence to SLAs/OLAs.
· Act as primary technical escalation point for critical incidents; drive triage, diagnosis, and resolution.
· Perform root cause analysis (RCA) for major incidents and drive permanent fixes/preventive actions.
· Monitor application health, logs, and performance metrics using Splunk, Grafana, App Dynamics, Prometheus.
· Manage deployment, configuration, and troubleshooting of microservices on Kubernetes/Open Shift/container platforms.
· Coordinate with development, Dev Ops, infrastructure, and database teams for issue resolution and change management.
· Review and approve incident, problem, and change tickets (ITIL process) in tools like Service Now/JIRA.
· Guide and mentor a team of support engineers; assign tasks, review work, and ensure quality of resolutions.
· Drive automation initiatives using Python/Power Shell scripting and AI tools (Copilot/Claude/GPT) to reduce manual effort — self-healing scripts, alert automation, runbook automation, code review assistance.
· Ensure documentation of knowledge base articles, runbooks, and support playbooks is current.
· Participate in on-call rotation and manage major incident bridge calls when required.
· Provide regular status reports, dashboards, and metrics to stakeholders (MTTR, ticket volume, aging, trends).
· Support release management activities including deployment validation, smoke testing, and rollback planning.

Required Technical Skills

· Strong hands-on experience with microservices architecture (Spring Boot, REST APIs, API Gateway).
· Working knowledge of Health Care, Clinical & Care Management - Preferred
· Familiarity with ITIL processes (Incident, Problem, Change Management, Production Checkout Support, Break Fix / Hot Fix).
· Experience with containerization & orchestration:
Docker, Kubernetes/Open Shift.
· Cloud exposure:
Azure (Preferred) / GCP.
· CI/CD tools:
Jenkins, Git EMU / Git Actions, Azure Dev Ops.
· Database:
MySQL, SQL Server, PostgreSQL, MongoDB.
· Programming Language:
Java, Spring Boot Microservices, REST APIs.
· AI Tools / LLMs:
Git Hub Copilot, Microsoft Copilot, Claude, GPT, Gemini, OpenAI — for code assistance, automation, and productivity gains in support workflows.
· Monitoring/Observability Tools:
Splunk, Grafana, App Dynamics, Prometheus.
· Middleware/Messaging:
Kafka.

· Scripting:
Python, Power Shell, or similar for automation.

Soft Skills

· Strong analytical and problem-solving skills under time pressure.
· Excellent verbal and written communication for stakeholder and client interaction.
· Leadership and mentoring capability.
· Ability to work in rotational shifts/on-call support model.