Roche Looking for GCS Product Support & Training Specialist – Diagnostics Lab IT Systems at Pune, Maharashtra Full Time

GCS RIS Support & Training Specialist

Who We Are

At Roche, we are passionate about transforming patients’ lives, and we are bold in both

decision and action – we believe that good business means a better world. That is why we

come to work every single day. We commit ourselves to scientific rigor, unassailable ethics,

and access to medical innovations for all. We do this today to build a better tomorrow.

Roche is strongly committed to a diverse and inclusive workplace. We strive to build teams

that represent a range of backgrounds, perspectives, and skills. Embracing diversity enables

us to create a great place to work and to innovate for patients.

For our Global Customer Support Chapter, we are looking for a 2nd level product specialist

for Lab Applications Network and Provider Insights Network. In this very versatile position

you act as supporter, trainer and coordinator at the pivotal point between our global affiliates

and our internal departments with the following key responsibilities:

Job Description Summary

Main tasks:
Offers comprehensive technical support to assure the highest level of customer

satisfaction through analyzing and collecting customer data (log files, stack traces,

thread dumps, etc.) to determine the cause of the problem, selecting and explaining

the best solution, expediting the correction and following up to ensure resolution.

Ensure incidents and service requests are handled appropriately and in a timely and

efficient manner; providing updates on ongoing incidents or projects

On-site support for local and regional service and training activities

2nd level product support for affiliates and regions in order to minimize system down

times supporting the resolution of customer problems with quick fixes and

workarounds

Utilize automated technology and instrumentation to diagnose, document, and

resolve/avoid Customer issues

Identify trends in incident data and develop strategies to resolve recurring or chronic

issues

Responsible for supporting cobas infinity central lab and Service Tools; resolving

and/or escalating issues and notifying internal and external stakeholders

Create, conduct and maintain product trainings for both: class room training and e-

learning for end customers, first level support, regional trainers and global staff

Helps transfer knowledge with teammates and first level support through:

Development and Delivery of Formal Team Training sessions/Brown Bags, Formal

Mentoring, Creation/Review of Knowledge Repository Articles for Provider Insights

Network

Active collaboration on training material creation/approval and delivering trainings

Strong Collaboration with the team members located across the globe, with GCS

RIS, and Life cycle members

Education Qualification Required:
Bachelor’s degree in IT, Computer Science, Management Information Systems, or

Clinical Biochemistry or Medical-technical background with IT knowledge.

Must have at least 2+ years experience in providing customer support and advanced

troubleshooting on SaaS based products

Must have experience with AWS, Azure, or Google Cloud

Hands on system administration experience and working knowledge of virtualization

systems (Hyper-V, XEN, KVM, VMware)

Experience with system configuration and networking (DNS, DHCP, rout tables and

routing)

Understanding of Microservices

Must be technically adept, hands-on capabilities, and multi-tasking skills

Customer-service oriented: Excellent client-facing verbal and written communication

skills

Working knowledge of customer service/technical support software, databases and

tools.

Flexibility to work customer business hours, if required including evenings and

weekends.

Working in a customer-oriented and international environment motivates you and you

are open to international travel (~25%)

You look forward to working in a team of specialists and manage assigned tasks

with growing responsibilities

Experience preferred but no required:
Working at a Tier-2 level customer support

Supporting APIs, HL7, FHIR for exchanging electronic health records a plus

Production operations including logging and monitoring

With standard monitoring tools like Splunk, AppDynamics, New Relic and/or any

other tools used for data driven decisions and analysis

Experience working with large enterprise customers in business-critical

environments

Experience in clinical laboratories, their workflows and an overview on analyzers

You have at minimum 3-5 years of experience in laboratory diagnostics and/or service

& support for IT products

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.