Job Description

As a member of our Level 2 Support Team of Eurofins Lancaster Labs, you will be responsible for the investigation, diagnosis, and resolution of incidents, as well as the fulfilment of service requests 

Monitor and collect data regarding system usage.  Identify trends that require follow-up action 

Collaborate and communicate with a wide range of internal and external teams including business users, Level 3 Support, Site Reliability Engineers, Product Managers, other Eurofins IT Crews, and third-party support vendors 

Manage notification and updates to the business, identify relevant playbooks for response to incidents, participate in the technical diagnosis, and follow escalation paths to pull in team members where needed 

Contribute to our application observability to ensure we give appropriate response to application alerts and performance concerns  

Create and improve on our operational procedures and documentation 

Ensure compliance with quality standards and project requirements 

Continuously improve application/product knowledge to be an expert in it 

Support specialists may also have project and software deployment responsibilities including application smoke testing, preparing and executing configuration changes, data migrations