About this role
TITLE: Senior Product Sustenance Engineer
WORKING LOCATION: Bangalore, India
WORK MODE: Hybrid 3 Days office and 2 Days WFH in a week
SHIFTS ANY: 8.00AM to 5:00PM OR 12:00PM to 9:00PM
Job Description
We are seeking a technically skilled Senior Product Sustenance Engineer with experience in IT support and hands-on expertise in Support of product applications. The ideal candidate will be responsible for diagnosing and resolving technical issues, supporting end-users, and automating tasks to improve operational efficiency.
Key Responsibilities:
Provide 1st and 2nd line technical support for LIMS application.
Design, write, and debug scripts to automate workflows, customize user interfaces, and enhance functionality within the LIMS platform.
Maintain documentation of issues, solutions, and procedures.
Collaborate with other IT teams to escalate and resolve complex problems.
Ensure compliance with IT policies and data security standards.
Required Skills & Qualifications:
Experience in IT support or helpdesk roles.
Proficiency in VBScript for automation and task scheduling.
Strong knowledge of Windows environments and networking fundamentals.
Experience in writing SQL queries.
Familiarity with ITIL practices and ticketing systems.
Excellent problem-solving and communication skills.
Ability to work independently and manage multiple tasks.
Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
SPECIFIC ASSIGNMENTS:
Route tickets to the correct queue inside BMC Helix/Service now
Track ticket status and follow up or escalate tickets that remain unresolved for too long
Not all locally submitted tickets are in English.
The candidate should be able to manage this situation, for example by using automated translation tools to understand and process such tickets.
REQUIRED EXPERIENCE AND SKILLS:
Experience:
Professional experience in software support
Proven experience in using ticketing tools on BMC Remedy/service now
Strong knowledge and hands-on experience with synchronous and asynchronous communication.
Knowledge of modern software development methodologies and tools.
Strong troubleshooting and debugging skills.
Good working knowledge of MSSQL – SQL, T-SQL etc.
Experience with usage of TFS
Familiar UI testing and Unit Testing (MS Test/ Jasmine/ MOQ/ NUnit/ Karma etc.)
Skills:
Excellent communication and debugging skills
Responsibilities
Route tickets to the correct queue inside BMC Helix/ Service now
Track ticket status and follow up or escalate tickets that remain unresolved for too
He must support 1st level support of applications.
Personal / Soft Skills:
Excellent communication skills.
Ability to work effectively in a multicultural and distributed team environment.
Proactive and solution-oriented approach.
Ability to manage multiple tasks and projects simultaneously.
Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).