• Combine software and systems engineering in a cloud environment to help build and run large-scale, distributed and fault-tolerant systems • Deliver eLearning services to over a thousand clients, comprising almost 4 million users worldwide • Using scripting, automation and Infrastructure as a Code (IaC) to continuously improve the reliability, scalability, and performance of applications and services deployed on AWS • Performance tuning and configuration of MySQL, Linux system and application parameters supporting highly concurrent web stacks • Configure and manage systems through code using configuration management and IaC templating software such as Ansible, Terraform, Puppet, Chef, etc. • Providing top tier support to issues escalated from the Customer Success support team and interface with development teams to hand-off application issues • Engaging with development teams on the design, deployment, capacity needs and operations of microservices • Install and troubleshoot learning management systems including Moodle™ along with related plugins, modules, and 3rd party configurations • Providing advanced technical support to clients via email, phone, or other methods by identifying problems, researching answers, and guiding support team through appropriate steps to provide the best possible customer experience • Documenting procedures and share knowledge base articles throughout problem resolution and architecture development processes • Monitoring the availability, performance and health of production systems in support of meeting service level objectives using monitoring systems such as Icinga, New Relic, Prometheus, Grafana, CloudWatch, OpsGenie and PagerDuty • Participating in emergency incident response on-call rosters • Practicing blameless postmortems that lead to improvements in resiliency and reductions in alert fatigue

• Responsable del buen funcionamiento y funcionamiento de las actividades asignadas de todos los Sistemas Operativos (Linux & Windows) L2 & L3 como refuerzo al equipo actual • Planning maintenance activities such as server firmware upgrades, part change, and rack maintenance • Planning cabling and interconnection activities provides solutions to service deployment needs in accordance with Millicom's cabling and connectivity policies • Support Automation and delegation of tasks • Analysis of health, consumption and performance reports • Analysis of periodic capacity and demand reports generating recommendations and/or work plans • Planning the allocation and implementation of technological resources (hardware assembly, cabling, rack installation) • Support standard and complex facilities • Capacity management and sourcing of servers and parts • Manage licensing and logical resources • Planning the allocation of space and electrical requirements • Management and follow-up to opening cases with suppliers • Design, Coordination and Execution of medium-complexity work plans • Execution Non-standard changes and requirements • Diagnosis in medium-difficulty incidents • Documentation and execution of mid-difficulty grade windows • Reporting and proposals for improvements on platforms • Responding to feasibility on new features, platforms or projects • Hardware and Software Asset Management O.S. • Diagnosis and Resolution of Second Level Complexity Incidents (Medium and High) • Execution of Changes and non-standard requirements • Hardening or Secure Managed Platforms

Role Description Premier Research is looking for an Associate Study Administrator, EDC and User Support Level 1 to join our Clinical Data Sciences team. You will help biotech, medtech, and specialty pharma companies transform life-changing ideas and breakthrough science into new medicines, devices, and diagnostics. This position provides global EDC User Support to both internal Premier-Research staff and all EDC users, across multiple time zones and countries. Core working hours would be 4 am EST to 12 pm EST. Hours may vary when coverage is needed for team members on leave, which means a second shift might be required a maximum of 20% of the annual working time. Role Responsibilities - Responsible for ensuring efficient operation of all aspects including staff availability and ticket resolution. - Acting as escalation point for all requests. - Developing and implementing EDC User Support process and procedure. - Determining root cause of issues and communicating appropriately to internal and external customers. - Focusing on customer support. - Reporting to Manager on any issue that could significantly impact the business. - Suggesting potential improvements to the global end user support experience relative to security, business continuity, service delivery, etc. - Service Desk ticket triage, assessment, escalation, and resolution. - Technology assessment for browser compatibility for the EDC system. - Training material as necessary. - Study start-up activities, as related to EDC systems. - Study close-out activities, as related to EDC systems. - EDC validation activities. Accountability - Ensures timely delivery of a quality technical support service. - Delivers and maintains user accounts, manages sites within EDC, access to applicable EDC modules. - Fosters a customer-focused culture. - Ensures user and site administration start-up tasks are completed, including URL configuration, eLearning set-up, and status trackers. - Manages study close-out activities, as related to EDC systems. - Takes the initiative to identify areas of improvement from both a technical and process perspective, act on these, and make recommendations. Qualifications - Undergraduate degree or its international equivalent in science, preferably Computer Science. Demonstrable experience will be considered as a substitute. Requirements - Demonstrable experience of implementing process and procedures. - Demonstrable experience of incident and problem root cause analysis and trend identification. - Experience in many of the following Software Systems is required: - Microsoft Office - Adobe Acrobat - Internet Explorer - Firefox - Google Chrome - SharePoint - Medidata Rave - DataLabs - Familiarity working and supporting a global, distributed, multi-language environment. - Clinical drug development or other highly regulated industry background preferred. Expertise - Microsoft Windows Operating Systems e.g. XP/7/8.1/10. - Microsoft Office 2003/2010/2013/2016. - Medidata Rave, DataLabs, or other EDC platforms. Personal Skills & Behaviours - Excellent team player; collaborative and effective. - Ability to multitask and work effectively in a fast-paced environment with changing priorities. - Strong verbal and written communication skills. - Excellent organizational and time-management skills, able to prioritize work to meet deadlines. - Highly motivated with the ability to self-manage assigned or implied tasks. - Customer service focused in approach to work both internally and externally. - Maintains a positive, results-oriented approach to the work environment.

• Serve as a point of contact for Workday-related inquiries, troubleshooting and support escalations • Configure and maintain Workday modules • Work with the product team on the assessment, testing, support and facilitation of Workday releases including help to coordinate Organizational Change Management activities for software releases, fixes, and upgrades with technical teams and users for the product team. • Identify opportunities to streamline workflows, automate processes and enhance system functionality to improve overall efficiency • Create and maintain detailed documentation of programs, systems and processes • Stay current with industry trends, best practices and new Workday releases to recommend and implement improvements