Application Support Engineer

Application Support Engineer

About the AstraZeneca

AstraZeneca is a global, innovation-driven biopharmaceutical business that focuses on the discovery, development, and commercialization of prescription medicines for some of the world's most serious diseases. But we're more than one of the world's leading pharmaceutical companies. 

At AstraZeneca, we're proud to have a unique workplace culture that inspires innovation and collaboration. Here, employees are empowered to express diverse perspectives - and are made to feel valued, energized and rewarded for their ideas and creativity. 

About the team

Join the Enabling Units IT team at AstraZeneca, where we support all operations and are on a mission to do more and be more. This is an exciting opportunity to shape our journey towards becoming a tech-enabled enterprise. We're introducing new solutions and technology through our investment in automated processes. It's by driving greater consistency and efficiency, that we will help to accelerate our next chapter of growth.

About The role

The Associate Application Engineerwill be accountable for:

• Ensure optimum performance and stability for multiple systems for Finance, Legal and Global Sustainability applications that includes providing workarounds and identifying areas for improvement or solutions to permanently address the issue
• Monitor production system to ensure it is operating in a manner consistent with Service Level Agreements (SLA’s)
• Take lead during remediation of priority incidents (P1 & P2) and update all stakeholders as appropriate in alignment in AstraZeneca priority communication process.
• Provide 2nd and / or 3rd line support (technical queries, bug fixes and small enhancements relating to application and platform), complying with Astra Zeneca standards, change control procedures
• Take ownership of issues right from the time it was reported till remediation by meeting Service SLA’s
• Proactive in identifying areas for process improvement or identifying opportunities for Automation
• Support all Sarbanes-Oxley (SOx) Audits (internal & external) and assist Risk and Compliance teams to follow-up on audit observations for closure in a timely manner
• Demonstrated ability to apply technical knowledge to multiple systems and support multiple business groups
• Develop specialist knowledge by upskilling in relevant systems, documenting and sharing that knowledge, as required, with global teams
• Liaise with multiple stake holders including users, infrastructure/middleware teams, 3rd party software vendors for resolving issues and potential process improvements

Requirements

Essential

• 4 to 7 years of prior experience in Application Support and maintenance (L2 / L3 support)
• Knowledge working and troubleshooting Bespoke and SaaS applications.
• Good knowledge of ITIL Framework and ability to explain concepts of Incident, Problem, Change and Release Management Process
• Experience working on IT Service management tools like Service Now, Remedy or Service Manager
• Demonstrated ability to apply technical knowledge to multiple systems and must support multiple business groups and applications
• Ability to troubleshoot difficult technical / functional issues with ease and complexity
• Ability to explain solutions to problems in plain language
• Manage end user communication regarding major incidents, such as: service interruptions, general information etc.
• Supporting planned or adhoc activities as appropriate 

Desirable

• Experience on Global Support
• Experience working with Vendors or contacting 3rd parties companies.
• SNOW or other ticketing tool knowledge (Remedy, HPSM)
• Reporting skills
• Experience with technologies such as: JDBC, Data, REST, SOAP, Java, APIs, VMs, Perl, JSON, XML, XSD, RAML, OAS

Personal Attributes

• Good communication skills – spoken and written.
• Experience working with global teams.
• Self-starter with good time management skills
• Ability to work independently and provide support to team members.
• Adept in e-mail communication to end-users on status updates
• Willing to work between shifts (6am to 3pm / 2pm to 11pm) as needed.
• Ability to work on multiple priorities with demanding timelines without having to be reminded.
• Must support during weekend (as and when appropriate) which may include US support hours (2200 – 0700 IST)

Why AstraZeneca?

At AstraZeneca when we see an opportunity for change, we seize it and make it happen, because any opportunity no matter how small, can be the start of something big. Delivering life-changing medicines is about being entrepreneurial - finding those moments and recognising their potential. Join us on our journey of building a new kind of organisation to reset expectations of what a bio-pharmaceutical company can be. This means we’re opening new ways to work, pioneering cutting edge methods and bringing unexpected teams together.

Interested? Come and join our journey.

So, what’s next!

Are you already imagining yourself joining our team? Good, because we can’t wait to hear from you.

Where can I find out more?

Our Social Media:

Follow AstraZeneca on LinkedIn https://www.linkedin.com/company/1603/

Follow AstraZeneca on Facebook https://www.facebook.com/astrazenecacareers/

Follow AstraZeneca on Instagram https://www.instagram.com/astrazeneca_careers/?hl=en

AstraZeneca is an equal opportunity employer.

AstraZeneca will consider all qualified applicants for employment without discrimination on grounds of disability, sex or sexual orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law. AstraZeneca only employs individuals with the right to work in the country/ies where the role is advertised.

Strong English communication skills required.

Positions are open to Mexican Citizens and official residents of Mexico.

Location: Guadalajara (hybrid - Expectation of working in the office 3 days a week)
When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working give us the platform we need to connect, work at pace and challenge perceptions. That’s why we work, on average, a minimum of three days per week from the office. But that doesn’t mean we’re not flexible. We balance the expectation of being in the office while respecting individual flexibility.

Date Posted

Closing Date

AstraZeneca embraces diversity and equality of opportunity.  We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills.  We believe that the more inclusive we are, the better our work will be.  We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics.  We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.