Senior Application Support Engineer

Roles and Responsibilities

1. Primary responsibility is to address customer issues and resolve them promptly and efficiently.

2. Identify the root causes of application errors and develop contingency plans promptly.

3. Manage code migration across environments to ensure continuous and synchronized functionality.

4. Maintain a record of configuration changes and schedule application updates.

5. Analyze software application functionality and propose improvements.

6. Ensure effective front-end and back-end functionality of applications.

7. Document processes and monitor application performance metrics.

8. Collaborate with the software development team, internal users, and clients to enhance application performance. Communicate with team members, management, and clients to ensure projects are completed to standard. Write progress reports and deliver presentations to relevant stakeholders.

9. Delegate tasks and achieve daily, weekly, and monthly goals.

10. Motivate staff and create an open environment for questions and concerns. Be transparent with the team about challenges, failures, and successes.

11. Analyze existing operations and schedule training sessions and meetings to discuss improvements.

12. Determine project requirements and develop work schedules for the team. Update work schedules and troubleshoot as required.

Technical Skills

1. Proficient in Linux/Unix commands and troubleshooting.

2. Strong technical skills in SQL and scripting languages required.

3. Knowledge of Clinical Data Management is advantageous.

Essential skills

Candidates must have a strong grasp of application support procedures and functions.
They should possess a clear understanding of L1/L2/L3 roles and responsibilities.
Candidates should be capable of independently managing and taking ownership of resolving incidents from start to finish.
Strong communication skills are necessary to interact regularly with clients.
Ability to manage code migration, document configuration changes, and monitor performance is essential.
Candidates must exhibit high sense of ownership and accountability

Desirable skills

Detailed knowledge of clinical trial phases and clinical data management flow is desirable.
Familiarity with the statistical analysis flow and protocol authorization process is desirable.
Domain knowledge of metadata components and metadata management is desirable.