Service Delivery Engineer, Mfg

Role Service Delivery Engineer MFG QRA Location Kharadi Pune Life Unlimited At Smith Nephew we design and manufacture technology that takes the limits off living The Service Delivery Engineer MFG QRA is responsible for leading the application support for Manufacturing and Quality Management Systems QMS ensuring effective delivery of IT service requests incident resolutions and system enhancements This role ensures business continuity by maintaining application stability coordinating with stakeholders and driving continuous improvements across the application lifecycle What will you be doing Application Support 80 3rd Party Technical Support Coordination Collaborate with external vendors partners to resolve incidents and service requests Customer Business Partner Coordination Work directly with end-users to troubleshoot escalated issues and keep them informed about the progress of their requests IT Partner Stakeholder Coordination Coordinate with internal IT teams service desk network Windows IAM to resolve incidents and service requests Configuration Item Management Ensure all configuration items in ServiceNOW are accurate and up to date Change Ticket Management Create update and manage change tickets through to closure including coordinating testing with IT vendors or business partners Process Improvement and Controls 20 Process Control Monitor system alerts escalations and complaints managing customer expectations and escalating issues to the appropriate stakeholders Process Improvement Identify opportunities for process improvement document them develop new processes and present recommendations to stakeholders Training and Knowledge Sharing Provide training and share knowledge with new team members What will you need to be successful Education Bachelor s degree in computer science Information Technology or equivalent Licenses Certifications Any one of the certifications listed below is good to have SAFe Certified Agile Alliance Certified TOGAF Certified ITIL Certified Any of the ITSM Frameworks Experience Minimum 3 years of IT support experience leading or providing Level 2 L2 application support for Manufacturing Quality Management Systems QMS or Regulatory Systems within the medical device life sciences or pharmaceutical industries Demonstrated success in ensuring system reliability resolving complex incidents and driving service improvements across critical business applications Hands-on experience supporting platforms such as eQMS RIMSYS GRS Calibration Systems Quality Inspection Environmental Monitoring Document Management Label Printing CNC Programming Laboratory Management or CCMI software Proven ability to collaborate with cross-functional teams vendors and business stakeholders to deliver efficient compliant and high-quality IT services Competences Strong communication and stakeholder management skills Calm and composed under pressure able to handle escalations effectively Hands-on knowledge of ITIL practices and Quality Regulatory systems support Ability to collaborate across diverse internal IT teams and external vendors 3rd Party vendors You Unlimited We believe in crafting the greatest good for society Our strongest investments are in our people and the patients we serve Inclusion Belonging Committed to Welcoming Celebrating and Thriving Learn more about Employee Inclusion Groups on our website Other reasons why you will love it here Your Future Major medical coverage policy exclusions and insurance non-medical limit Educational Assistance Work Life Balance Flexible Personal Vacation Time Off Privilege Leave Floater Leave Flexibility Hybrid Work Model For most professional roles Your Wellbeing Parents Parents-in-Law s Insurance Employer Contribution of 8 000 - annually Employee Assistance Program Parental Leave Training Hands-On Team-Customized Mentorship LI-DP1 Stay connected by joining our We re more than just a company - we re a community Follow us on to see how we support and empower our employees and patients every day Check us out on for a glimpse behind the scenes and a sneak peek into You Unlimited life culture and benefits at S N Explore our and learn more about our mission our team and the opportunities we offer