Principal Analyst / Specialist - Tech Ops & Support

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Job Description
Principal Analyst
OBJECTIVES/PURPOSE
The Principal Application Support will be responsible for ensuring the smooth operation, maintenance, and enhancement of software applications used by the R&D BU/BFs. This role requires a blend of technical expertise, problem-solving skills, and excellent communication abilities to provide support for Global Safety database, TAGG for SAS, VBU ToriiEMS, . The successful candidate will collaborate with various teams to provide comprehensive support and deliver exceptional service.
ACCOUNTABILITIES
Application Maintenance and Support

• Monitor and maintain application systems to ensure optimal performance, reliability, and scalability.

• Provide Level 2 and Level 3 support for software applications, addressing and resolving incidents in a timely manner.

• Diagnose and resolve application-related issues promptly, providing technical support and troubleshooting expertise to end-users.

• Monitor application performance and availability, identifying and resolving potential issues proactively.

• Perform routine maintenance tasks, including patching, updates, and backups, to ensure application stability and security.

• Document and maintain support procedures, troubleshooting guides, and knowledge base articles.

System Administration

• Manage and maintain application servers, ensuring they are running efficiently and securely.

• Implement and monitor security measures to protect applications and data from unauthorized access and threats.

• Configure and optimize system settings and parameters to enhance application performance.

• Collaborate with IT teams to plan and execute system upgrades and migrations.

User Administration and Access Controls

• Create, modify, or delete user accounts as needed. Ensure that users have the appropriate access levels based on their roles and responsibilities.

• Implement and enforce access control policies to protect sensitive data and prevent unauthorized access. This includes setting up role-based access controls (RBAC) and regularly reviewing user permissions.

• Respond to security incidents related to user access and administration.

• Conduct regular security audits to identify and address potential vulnerabilities.

• Provide training and support to users on security best practices and the proper use of access controls.

• Address any user-related security issues promptly and effectively and respond to security incidents related to user access and administration.

Monitoring and Troubleshooting Application Interfaces

• Conduct regular monitoring of application interfaces to ensure seamless data exchange between systems.

• Identify and resolve interface-related issues swiftly, minimizing impact on business operations.

• Collaborate with development teams to enhance interface performance and reliability.

• Document interface configurations, troubleshooting steps, and resolution processes to maintain a comprehensive knowledge base.

• Utilize monitoring tools and logs to proactively detect and address potential interface disruptions.

Incident Management

• Respond to and resolve application-related incidents, ensuring minimal impact on business operations.

• Coordinate with development teams, system administrators, and other stakeholders to investigate and resolve complex issues.

• Track and document incidents, root causes, and resolutions in the ticketing system.

• Identify recurring issues and recommend long-term solutions to prevent future occurrences.

User Support and Training

• Provide excellent customer service by addressing user queries and providing guidance on application usage and best practices.

• Provide technical support and guidance to end-users, assisting them in utilizing applications effectively.

• Conduct training sessions and create user manuals to educate users on application functionality and best practices.

• Act as a liaison between end-users and development teams to communicate enhancement requests and user feedback.

Service Requests

• Receive and process requests by accurately log and categorize incoming service requests.

• Follow established procedures to resolve common service requests (Generating reports, adding users, system configuration changes, data processing, etc).

• Provide clear and concise updates to customers regarding the status of their requests.

• Maintain detailed records of all service requests and resolutions.

• Identify opportunities to improve service request processes.

Enhancements

• Gather requirements for application enhancements from end-users and stakeholders.

• Evaluate enhancement requests and prioritize them based on business needs and impact.

• Responsible for executing approved service requests in a timely and efficient manner.

• Collaborate with product engineering teams, as needed, to design, test, and implement approved enhancements.

• Communicate changes and updates to end-users, ensuring they understand new features and improvements.

System Integration and Testing

• Collaborate with development teams to test new releases, patches, and updates before deployment.

• Participate in system integration testing to ensure seamless interaction between applications and other systems.

• Identify and document any issues discovered during testing, working with developers to resolve them.

EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS:
Education and Experience

• Bachelor's degree in Computer Science, Information Technology, or a related field.

• 8+ years of experience in application support or a related technical role.

• Experience with enterprise software applications, databases, and operating systems.

• Certifications: Relevant certifications such as ITIL, CompTIA A+, or Microsoft Certified: Azure Fundamentals are a plus.

Technical Skills

• Proficiency in programming languages such as Java .NET, or Python; familiarity with databases (SQL, Oracle); and knowledge of operating systems (Windows, Linux).

• Proficiency in Argus, Reporting, PL/SQL , Pipeline Pilot , ELN , Basics of Labvantage LIMS. and scripting languages (e.g., Python, PowerShell).

• Strong understanding of ITIL principles and incident management processes.

• Familiarity with monitoring tools, ticketing systems, and version control systems (e.g., Git).

• Working knowledge of cloud platforms and containerization technologies .

Soft Skills

• Excellent problem-solving and analytical abilities.

• Flexibility to handle a variety of tasks and adapt to changing priorities and technologies.

• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.

• Effective time management and organizational skills, with the ability to prioritize tasks and work under pressure.

• Collaborative mindset, with the ability to work effectively in a team-oriented environment.

What Takeda Can Offer You

• Takeda is certified as a Top Employer, not only in India, but also globally. No investment we make pays greater dividends than taking good care of our people.
• At Takeda, you take the lead on building and shaping your own career.
• Joining the ICC in Bangalore will give you access to high-end technology, continuous training and a diverse and inclusive network of colleagues who will support your career growth.

Benefits
It is our priority to provide competitive compensation and a benefit package that bridges your personal life with your professional career. Amongst our benefits are:
Competitive Salary + Performance Annual Bonus

• Flexible work environment, including hybrid working
• Comprehensive Healthcare Insurance Plans for self, spouse, and children
• Group Term Life Insurance and Group Accident Insurance programs
• Health & Wellness programs
• Employee Assistance Program
• 3 days of leave every year for Voluntary Service in additional to Humanitarian Leaves
• Broad Variety of learning platforms
• Diversity, Equity, and Inclusion Programs
• Reimbursements - Home Internet & Mobile Phone
• Employee Referral Program
• Leaves - Paternity Leave (4 Weeks) , Maternity Leave (up to 26 weeks), Bereavement Leave (5 days)

About ICC in Takeda

• Takeda is leading a digital revolution. We're not just transforming our company; we're improving the lives of millions of patients who rely on our medicines every day.
• As an organization, we are committed to our cloud-driven business transformation and believe the ICCs are the catalysts of change for our global organization.

Locations
IND - Bengaluru
Worker Type
Employee
Worker Sub-Type
Regular
Time Type
Full time