L2 Job Responsivities: 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-specific, 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 fixes 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 workflow. • 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 Certified 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 workflows 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. 7. Business connects with Department Heads and users. • Frequent updates on the progress of the pending issues/ requirements should be provided to the Stake holders. 8. Data Collection & Submission for Biweekly/Monthly Meetings: • Ontime data submission to PMO for biweekly meetings/monthly meetings with the Client Management. • Responsible to present the Tickets/CRs/Trainings status during the biweekly meetings. 9. Trainings • Ontime completion of pending SOPs in LMS. • Plan and Conduct on the Job Trainings to recent support engineers. • Participate in regular team meetings to discuss ongoing issues, share knowledge, and improve service delivery. 10. Mail Responsibilities: • Provide timely responses to emails regarding issues and escalations. 11. Leaves • Prior intimation on leaves should be given to PMO and ensure the alternative support to your respective site during your absence. • Do not plan for leaves during periodic/regulator audits at your respective sites. 12. Compliance • Ensure all support activities comply with organizational policies, procedures, and regulatory requirements.



• Maintain the confidentiality and security of sensitive information accessed during support tasks. 13. Customer Satisfaction: • Conduct feedback sessions weekly once with the users and ensure high level of customer satisfaction with our support system. • Collect and analyze feedback from users to identify areas for improvement and to enhance the overall user experience with LIMS Support system. Note: • Any deviations from the above responsibilities will lead to actions from management. TICKET SLA: 1. HIGH: 30 Mins 4 Hours 2. Moderate: 3 Days 3. Low: 5 Days For Ticket SLA L1: 1. Opening a Ticket: An L1 ticket must be opened within 30 to 40 minutes and includes a check of the basic details (e.g., if it involves LIMS or another workgroup). 2. Initial Action: Based on the initial assessment, L1 should take appropriate action. 3. Resolution Timeframe: If the root cause is identified, the L1 ticket must be resolved within 24 to 48 business hours. 4. Escalation: If the root cause is not identified, the ticket must be escalated to L2 on the same day and the ticket has to be closed by L2 within the rest of days available in the 4 Hours / 3 business days / 5 Business Days For Ticket SLA L2: 1. Opening a Ticket: An L2 ticket must be opened within 30 to 40 minutes and include a review of basic details such as the root cause, nature of the issue, and whether the issue is repetitive or affecting other sites. 2. Initial Action: Based on the initial assessment, L2 should take appropriate action. 3. Resolution Timeframe: The L2 ticket must be resolved within the specified SLA days. 4. Escalation: If the root cause cannot be identified, L2 must immediately reach out to their SPOC. 5. Labware: If either of the team cannot resolve, in order to connect with Labware L2 must take permission from concerned Team and then connect with Labware and close the ticket.

📌 Labware LIMS Support (Hyderabad)
🏢 Proventech
📍 Hyderabad