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 recent 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 protected]

📌 Labware LIMSSupport (Hyderabad)
🏢 Proventech
📍 Hyderabad