Service Delivery Engineer

2 weeks ago

Pune, Maharashtra, India Smith Nephew Full time ₹ 12,00,000 - ₹ 24,00,000 per year

Role & responsibilities

- Minimum 3 to 6 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.

  • 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).

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.

  • Should have experience managing the application Support, Incident Management, changes & enhancement of the Software/application.
  • Understands software- as a service.
  • Should have knowledge, User Provisioning like Access Management, User Assigning licenses. As well as quick fix solutions. (day to day trouble shooting).
  • Should have experience in ITSM, ServiceNow (or similar service management tools).
  • Should have experience working with manufacturing or QMS applications, LiMs, Regulatory Applications. [ Basically, he/ she should understand the technology, what are the layers, a basic high level, etc.]
  • Should have experience in handling 3rd party vendors, to solve the issues.
  • Excellent communications as the role requires good stake holder management. Should have a right attitude to learn and grow.

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