• Manage our Jira support help desk, and ensure SLAs are met • Build and continuously improve the support processes • Develop & maintain Python scripts • Manage support requests for customers across different time zones within the US • Triage customer issues by checking logs, running simple database queries • Perform root cause analysis for production errors and recommend improvements • Work with different team members and stakeholders representing all areas of the business • Regularly prepare and present content to stakeholders within Converge

• Monitor, support, and troubleshoot ETL and data integration workflows across production, QA, and development environments to ensure smooth daily operations • Analyse and resolve incidents, job failures, and performance issues related to Informatica workflows, mappings, and SQL jobs • Own and maintain ETL components including Informatica mappings, metadata, scripts, schedules, and operational procedures • Identify opportunities to optimize performance, scalability, and reliability of existing jobs/processes • Ensure stability of data ingestion pipelines spanning batch, near-realtime, and realtime patterns • Fine-tune ETL solutions by developing a deep technical understanding of data flows and upstream/downstream dependencies • Collaborate with DBAs and Data Architects to implement appropriate data partitioning, indexing, and optimization strategies to enhance job performance • Develop or modify SQL scripts, stored procedures, database triggers, and queries as part of incident resolution, change requests, or performance tuning • Work closely with cross functional and offshore teams, ensuring timely resolution of issues, clear communication, and adherence to support SLAs and operational guidelines • Manage multiple concurrent support tickets, change requests, and enhancement tasks, balancing priorities based on business impact and urgency • Ensure compliance with published support, development, coding, and testing standards, as well as change management practices

• Oversee production support operations for the Microsoft Dynamics CRM platform, ensuring stability, high availability, and continuous improvement of enterprise applications and integrations • Lead incident triage, root cause analysis, environment maintenance, service request fulfillment, and propose quality improvements • Collaborate with developers/support engineers as part of cross-functional teams to ensure the successful operation of Microsoft Dynamics CRM solutions built using C#, ASP.NET, JavaScript, SQL Server, and Microsoft 365 CRM technologies • Ensure proactive monitoring, system reliability, and platform availability across CRM environments

• Installing and maintaining instruments and systems in a laboratory environment • Delivers basic operational training at installation • Provide effective product and customer support • Ensures Preventive Maintenance planning (PM) & Modification (MOD’s) planning are performed in timely manner • Seeks timely support for difficult product issues avoiding unnecessary down time • Performs timely reporting of his activities • Maintains excellent customer relationship, specifically with directly assigned accounts • Adheres to field service policies procedures and standards • Maintain recommended spare parts for his product range • Ensures appropriate spare parts stock • Available to travel in short notice