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LIMS L1 support - 3+ Years

LIMS L2 support - 5+ Years

LIMS L3 support - 8+ Years

Role & responsibilities

1. Incident Management:

- Respond promptly to incoming support requests from users via Teams phone (9 to 6:30), email, or ticketing system.

- Log all incidents and service requests accurately in the support tracking system.
- Perform initial diagnosis and troubleshooting of Labware LIMS issues. • Categorize and prioritize incidents based on urgency and impact.

2. Problem Resolution:

- Resolve basic to moderately complex issues related to Labware LIMS software. • Provide solutions or workarounds to users to minimize disruption to their workflow. • Escalate unresolved or critical issues to L2 or L3 support teams, providing detailed (documentation). Following in Ticket investigation it self. • 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 with l1 and l2
- Provide guidance on standard procedures and best practices for using Labware LIMS.

4. Documentation and Reporting:

- Maintain accurate records of support activities, including issue descriptions, steps taken, and resolutions.

- Contribute to the creation and maintenance of a knowledge base for common issues and solutions

5. 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 eAectively 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.

6. Business connects with Department Heads and users.

- Frequent updates on the progress of the pending issues/ requirements should be provided to the Stake holders.

7. 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.

8. 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.

9. Mail Responsibilities:

- Provide timely responses to emails regarding issues and escalations.

10. Leaves

- Prior intimation on leaves should be given to PMO and ensure the alternative support to your respective site during your absence. (for alternative support SME has to decide)

- Do not plan for leaves during periodic/regulator audits at your respective sites.

11. 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.

12. Customer Satisfaction: (PMO/SME will take care with)

- Conduct feedback sessions weekly once with the users and ensure high level of customer satisfaction with our support system.
- Collect and analyse feedback from users to identify areas for improvement and to enhance the overall user experience with LIMS Support system.

📌 LIMS Support Engineer (Hyderabad)
🏢 Mytech
📍 Hyderabad