About Eurofins

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins works with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate. Eurofins believes it is a global leader in food, environmental, pharmaceutical and cosmetics products testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, CDMO, advanced material sciences and in the support of clinical studies.

In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to over 50,000 staff across a network of more than 900 independent companies in over 50 countries and operating more than 800 laboratories. Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products, as well as providing innovative clinical diagnostic testing services, as one of the leading global emerging players in specialized clinical diagnostics testing.

In 2020, Eurofins generated total revenues of EUR € 5.4 billion, and has been among the best performing stocks in Europe over the past 20 years.

About Eurofins IT Solutions India

Eurofins IT Solutions India, EITSI is a fully owned subsidiary of Eurofins and functions as a Global Software Delivery Center exclusively catering to Eurofins Global IT business needs. The code we ship out of EITSI impacts the global network of Eurofins labs and services.

The primary focus at EITSI is to develop the next generation LIMS (Lab Information Management system), Customer portals, e-commerce solutions, ERP/CRM system, Mobile Apps & other B2B

platforms for various Eurofins Laboratories worldwide.

Title:  Senior Associate - IT

SUMMARY OF ROLE AND OBJECTIVES:

Associate will be responsible for handling and analysis of major incidents for all aspects of operations within the Genomics IT. Coordinate the incident closure and create SLA/RCA reports.

ROLE & OBJECTIVES:        

Specific Assignments:

The main responsibilities of this role are:

• Ensure low and medium priority incidents are being addressed in a timely manner to prevent them from becoming significant incidents.
• Manage the performance standards and practices of ITSM, Delivery Assurance, risk and issue mitigation for service quality and excellence
• Manage problems and proactively lead investigations into known issues to ensure service and infrastructure stability
• Act as point of contact for all Incidents
• Facilitates process related meetings i.e. Change Advisory Board (CAB) meetings, Daily Operations meetings (incident), Problem Review meetings, Release Management meetings, etc
• Coordinate major incident closure, initiate a conference bridge, and document all actions taken to resolve the incident
• Follow-up problem resolutions are implemented through the appropriate control procedures
• analyses and design service management processes, research and present standard methodologies, and drive for continuous improvements
• Manage weekly and monthly Incident review meetings
• Drive RCA and corrective action completion to help eliminate disruption of services therefore improving the day-to-day operations of the organization using validated problem analysis methodology and tracking all elements of the RCA to closure
• Experience with any ITSM tools and full-fledged knowledge of ITSM process.

Other Assignments:

• Collate data for Reporting and KPIs.
• Contribute to the development and revision of relevant incident management policies, frameworks and processes.
• Process Improvements – Identify and construct new process frameworks, as well as reviewing, recommending and documenting improvements to established processes
• Manage incident management bridge calls with support teams, development teams, on-call support application teams and management
• Interface with LOB leads and managers – work to develop strategic relationships with key partners outside of major incidents
• Perform confidently and authoritatively in role of incident management subject matter expert and lead customer personnel in responding to fast paced incidents
• Evaluating the change impact and organizational readiness to limit potential risk.
• Designing the strategic approach to managing change and support operations that fall within the domain of change management.
• This role requires candidate to be available on On-Call during off business hours .

EXPERIENCE REQUIRED:

• 4-6 years of ITIL Change Management, Incident Management & Problem Management Experience

Primary Skills

• Incident Management
• Problem Management

Secondary Skills

• Process documentation
• Service Handbook

Personal profile

• Very good English communication skills (concise writing and orally convincing);
• Very good interpersonal relation skills.
• Able to engage and influence others in order to obtain sufficient follow up and attention;
• Ability to work in a complex international environment.
• Eager to learn and continuously develop personal and technical capabilities.
• Excellent client handling skills – able to work with all levels within the client portfolio

Certification:

• ITIL V3/V4 Certification

• B.Tech or B.Sc. or any relevant degree .
• Languages: Fluent English