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By clicking the Apply button I understand that my employment application process with Takeda will commence and that the information I provide in my application will be processed in line with Takeda s and I further attest that all information I submit in my employment application is true to the best of my knowledge Analyst II - Tech Ops Support - GMSGQ The Future Begins Here At Takeda we are leading digital evolution and global transformation By building innovative solutions and future-ready capabilities we are meeting the need of patients our people and the planet Bengaluru the city which is India s epicenter of Innovation has been selected to be home to Takeda s recently launched Innovation Capability Center We invite you to join our digital transformation journey In this role you will have the opportunity to boost your skills and become the heart of an innovative engine that is contributing to global impact and improvement At Takeda s ICC we Unite in Diversity Takeda is committed to creating an inclusive and collaborative workplace where individuals are recognized for their backgrounds and abilities they bring to our company We are continuously improving our collaborators journey in Takeda and we welcome applications from all qualified candidates Here you will feel welcomed respected and valued as an important contributor to our diverse team OBJECTIVES PURPOSE The Application Support Engineer will be responsible for ensuring the smooth operation maintenance and enhancement of software applications used by the GMSGQ L2 Support for applications SAP ATTP Trackwise WalkMe Lab apps Global Labware LIMS Global Labware MODA and SQL LIMS KneatGx applications This role requires a blend of technical expertise problem-solving skills and excellent communication abilities The successful candidate will collaborate with various teams to provide comprehensive support and deliver exceptional service ACCOUNTABILITIES Application Maintenance and Support Monitor and maintain application systems to ensure optimal performance reliability and scalability Provide Level 2 and Level 3 support for software applications addressing and resolving incidents in a timely manner Diagnose and resolve application-related issues promptly providing technical support and troubleshooting expertise to end-users Monitor application performance and availability identifying and resolving potential issues proactively Perform routine maintenance tasks including patching updates and backups to ensure application stability and security Document and maintain support procedures troubleshooting guides and knowledge base articles System Administration Manage and maintain application servers ensuring they are running efficiently and securely Implement and monitor security measures to protect applications and data from unauthorized access and threats Configure and optimize system settings and parameters to enhance application performance Collaborate with IT teams to plan and execute system upgrades and migrations User Administration and Access Controls Create modify or delete user accounts as needed Ensure that users have the appropriate access levels based on their roles and responsibilities Implement and enforce access control policies to protect sensitive data and prevent unauthorized access This includes setting up role-based access controls RBAC and regularly reviewing user permissions Respond to security incidents related to user access and administration Conduct regular security audits to identify and address potential vulnerabilities Provide training and support to users on security best practices and the proper use of access controls Address any user-related security issues promptly and effectively and respond to security incidents related to user access and administration Monitoring and Troubleshooting Application Interfaces Conduct regular monitoring of application interfaces to ensure seamless data exchange between systems Identify and resolve interface-related issues swiftly minimizing impact on business operations Collaborate with development teams to enhance interface performance and reliability Document interface configurations troubleshooting steps and resolution processes to maintain a comprehensive knowledge base Utilize monitoring tools and logs to proactively detect and address potential interface disruptions Incident Management Respond to and resolve application-related incidents ensuring minimal impact on business operations Coordinate with development teams system administrators and other stakeholders to investigate and resolve complex issues Track and document incidents root causes and resolutions in the ticketing system Identify recurring issues and recommend long-term solutions to prevent future occurrences User Support and Training Provide excellent customer service by addressing user queries and providing guidance on application usage and best practices Provide technical support and guidance to end-users assisting them in utilizing applications effectively Conduct training sessions and create user manuals to educate users on application functionality and best practices Act as a liaison between end-users and development teams to communicate enhancement requests and user feedback Service Requests Receive and process requests by accurately log and categorize incoming service requests Follow established procedures to resolve common service requests Generating reports adding users system configuration changes data processing etc Provide clear and concise updates to customers regarding the status of their requests Maintain detailed records of all service requests and resolutions Identify opportunities to improve service request processes Enhancements Gather requirements for application enhancements from end-users and stakeholders Evaluate enhancement requests and prioritize them based on business needs and impact Responsible for executing approved service requests in a timely and efficient manner Collaborate with product engineering teams as needed to design test and implement approved enhancements Communicate changes and updates to end-users ensuring they understand new features and improvements System Integration and Testing Collaborate with development teams to test new releases patches and updates before deployment Participate in system integration testing to ensure seamless interaction between applications and other systems Identify and document any issues discovered during testing working with developers to resolve them EDUCATION BEHAVIOURAL COMPETENCIES AND SKILLS Education and Experience Bachelor s degree in Computer Science Information Technology or a related field 3-5 years of experience in application support or a related technical role Experience with enterprise software applications databases and operating systems Certifications Relevant certifications such as ITIL CompTIA A or Microsoft Certified Azure Fundamentals are a plus Technical Skills Proficiency in programming languages such as Java NET or Python familiarity with databases SQL Oracle and knowledge of operating systems Windows Linux Proficiency in SQL and scripting languages e g Python PowerShell Strong understanding of ITIL principles and incident management processes Familiarity with monitoring tools ticketing systems and version control systems e g Git Working knowledge of cloud platforms and containerization technologies Soft Skills Excellent problem-solving and analytical abilities Flexibility to handle a variety of tasks and adapt to changing priorities and technologies Strong communication and interpersonal skills with the ability to explain technical concepts to non-technical users Effective time management and organizational skills with the ability to prioritize tasks and work under pressure Collaborative mindset with the ability to work effectively in a team-oriented environment ADDITIONAL INFORMATION Preferred Skills Experience working in a DevSecOps environment What Takeda Can Offer You Takeda is certified as a Top Employer not only in India but also globally No investment we make pays greater dividends than taking good care of our people At Takeda you take the lead on building and shaping your own career Joining the ICC in Bangalore will give you access to high-end technology continuous training and a diverse and inclusive network of colleagues who will support your career growth Benefits It is our priority to provide competitive compensation and a benefit package that bridges your personal life with your professional career Amongst our benefits are Competitive Salary Performance Annual Bonus Flexible work environment including hybrid working Comprehensive Healthcare Insurance Plans for self spouse and children Group Term Life Insurance and Group Accident Insurance programs Health Wellness programs Employee Assistance Program 3 days of leave every year for Voluntary Service in additional to Humanitarian Leaves Broad Variety of learning platforms Diversity Equity and Inclusion Programs Reimbursements - Home Internet Mobile Phone Employee Referral Program Leaves - Paternity Leave 4 Weeks Maternity Leave up to 26 weeks Bereavement Leave 5 days About ICC in Takeda Takeda is leading a digital revolution We re not just transforming our company we re improving the lives of millions of patients who rely on our medicines every day As an organization we are committed to our cloud-driven business transformation and believe the ICCs are the catalysts of change for our global organization Locations IND - Bengaluru Worker Type Employee Worker Sub-Type Regular Time Type Full time