Labware LIMS L2 Support

Role & responsibilities

1. Incident Resolution:

• Manage and resolve incidents escalated from L1 support, ensuring timely and accurate solutions to users' issues in LIMS Managed services.
• All L2 support personnel are not site-specic, they work primarily from one site and are responsible for resolving issues from other sites as well
• Perform root cause analysis on recurring problems to identify underlying issues and implement long-term xes to prevent future occurrences.

2. Problem Resolution:

• Ensure to close the issues in 2-3 days after receipt from L1.
• Provide solutions or workarounds to users to minimize disruption to their workow.
• Escalate unresolved or critical issues to L3 support teams, providing detailed documentation.
• Identify the most recurring issues and have target dates to close them on priority.

3. User Assistance:

• Conduct initial training for new users on basic functionalities of the system.
• Coordinate and Plan for Certied to operate Trainings for the respective modules.
• Provide guidance on standard procedures and best practices for using Labware LIMS.

4. Change Requests Handling and Script Execution:

• Gather information from users, collaborate with the DPEX team, and initiate a Change Request (CR) accordingly in ServiceNow.
• Track all the CRs progress and provide weekly updates to the business team.
• Perform impact assessments and ensure no impact after migration to the production.
• Create the Scripts and perform proper dry run before approval.
• Communicate the changes to all the sites before implementing.

5. Handling of Labware Calls:

• Prepare the document for the issues and take approval from DPEX Team before scheduling a call with labware.
• Maintain Tracker with all the details along with the progress on the issues from the labware call.

6. SLA Adherence:

• Adhere strictly to Service Level Agreements (SLAs) to ensure timely resolution of support requests as per LIMS Managed Services
• Follow the workows in service now and change the status of the ticket accordingly.
• Communicate effectively with users regarding expected resolution times and any delays.
• Escalate potential SLA breaches to higher-level support or management promptly to mitigate risks.
• Track SLA compliance metrics and take proactive measures to address any recurring issues impacting SLA adherence.

Preferred candidate profile

• Manage and resolve incidents escalated from L1 support, ensuring timely and accurate solutions to users' issues in LIMS Managed services.
• All L2 support personnel are not site-specic, they work primarily from one site and are responsible for resolving issues from other sites as well
• Perform root cause analysis on recurring problems to identify underlying issues and implement long-term xes to prevent future occurrences.

The suitable candidates can send their profile to [email removed]