Provides skilled implementation, operational and maintenance support for enterprise applications. Maintains a stable systems environment with minimal downtime and maximum performance. Employs skilled systems knowledge to ensure proper daily operation of clinical and/or corporate systems and applies experience with direction to troubleshoot problematic applications. For the Labs this also includes support for analytical software and associated dedicated hardware as well as administrative support for server based laboratory applications.
Essential Functions
Troubleshoots, diagnoses and resolves application-specific support issues.
Installs and maintains enterprise and/or laboratory application software (including dedicated hardware), application code deployments and configuration changes.
Writes scripts to ensure appropriate deployment of applications and / or patches
Develops methods for testing applications post deployment
Executes change requests and qualifications.
Liaises with other internal groups and vendors.
Liaises with business groups to determine long-term issue resolution.
Makes recommendations to improve existing processes and methods to sustain systems performance.
Job Complexity
Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors.
Job Knowledge
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Developing professional expertise, applies company policies and procedures to resolve a variety of issues.
Supervision Received
Normally receives general instructions on routine work, detailed instructions on new projects or assignments. Exercises judgment within defined procedures and practices to determine appropriate action.
Business Relationships
Contacts are primarily with immediate supervisor, and other personnel in the department. Builds stable working relationships internally
Education and Experience:
Bachelor's degree or equivalent and relevant formal academic / vocational qualification
Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to 3+ years) or equivalent combination of education, training, & experience.
Knowledge, Skills and Abilities:
General understanding of server administration and architecture (Windows Server and Linux). Ex. navigating Linux directory structures, understanding Windows services, and troubleshooting using the Windows event viewer.
Experience in Docker/Podman.
Ability to interact with relational databases (primarily Oracle, some SQL Server). Ex. Authoring Structured Query Language (SQL)-based queries, troubleshooting PL/SQL packages
Support knowledge of the applications/technology being supported
Moderate support knowledge of desktop operating systems and desktop productivity applications (MS Office, MS Project, MS Visio, etc.)
Ability to diagnose problems, define/resolve/coordinate the implementation of solutions with other groups
Ability to troubleshoot and resolve a wide range of application problems, if necessary, working with our system development team, systems/network administration personnel, other departments at PPD, or with software vendors
Self-motivated with the initiative to see issue resolution through to completion
Business focused approach with strong interpersonal skills
Positive attitude with a commitment to a high quality of work
Demonstrated competency to learn new technical skills
Working Hours for India - 1:00 PM to 10:00 PM IST
Working Hours for Manila - 3:30 PM to 12:30 AM PST
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