Lab Software Support Engineer

Job Summary

This position is responsible for the day-to-day operational support, troubleshooting, and maintenance of existing software applications, integrations, and automated processes within a mid-to-large IT environment. Candidate must have relevant experience of 3 to 6 Years. The Lab Software Support Engineer will manage incident resolution, service requests, and production issues across the organization’s application portfolio, with a focus on data automation and AI, Azure-based solutions, and GitOps practices. The role ensures system stability, data integrity, and compliance with established security and regulatory standards, including support for legacy applications of moderate to high operational complexity. The engineer will work closely with development teams, business analysts, and stakeholders to achieve organizational goals, performing all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards.

Key Responsibilities

• Manage the full lifecycle of Tier 2/3 incidents, service requests, and problem tickets within ServiceNow, ensuring resolution within established SLA targets.
• Troubleshoot production issues across.NET backend services, MuleSoft integrations, PHP applications, React front-end applications, and associated databases to minimize downtime and restore service.
• Triages frontend issues in React applications, reviewing logs and escalating to development teams as needed.
• Monitor and maintain integration workflows, scheduled jobs, and automated processes across SQL Server and Azure SQL, escalating systemic issues and providing root cause analysis.
• Monitor application deployments and coordinate with development teams on release-related issues, including verifying successful deployments and reporting failures for resolution.
• Create and maintain application documentation, runbooks, and knowledge articles within Azure DevOps Wiki.
• Document incident resolution information within ServiceNow to enable consistent issue handling and reduce repeat escalations.
• Identify and recommend modernization opportunities for legacy processes, manual workflows, and recurring failure patterns, collaborating with development teams to prioritize and plan improvements.
• Support remote (offshore) operations for 140+ legacy applications of moderate to high operational complexity, aligned to offshore hours with 3–4 hours of overlap with onshore U.S. teams.
• Work with limited supervision during assigned shift, using independent judgment to triage, prioritize, and resolve production issues.
• Provide clear daily handovers, SLA updates, and escalation notes to onshore teams.
• Apply data engineering and BI concepts within DA&A (Data Automation & AI) initiatives, supporting data pipelines, reporting solutions, and analytics workloads on Azure platforms.
• Support and enhance Azure-based solutions, including data services and application components, ensuring reliability, performance, and scalability.
• Contribute to GitOps practices for deployment and configuration management, collaborating on repository management, branching strategies, and automated deployment workflows.
• Collaborate with development leads and senior engineers to align support activities with ongoing data and analytics projects.
• Ensure adherence to ITIL-based processes for incident, problem, and change management in the production environment.
• Maintain strong customer service orientation, owning issues end-to-end and driving timely resolution within SLA commitments.

Other Capabilities

• Ability to troubleshoot and resolve production issues across applications built on the Microsoft stack, including.NET, PHP, and React.
• Ability to monitor and maintain scheduled processes, integration workflows, and automated jobs to ensure system uptime and application stability.
• Ability to collaborate with development teams, business analysts, and stakeholders on technical issues including root cause analysis and remediation planning.
• Strong communication skills necessary to collect essential information, answer questions, and direct interactions to positive outcomes in a professional and courteous manner.
• Ability to communicate verbally and in writing to both technical and non-technical audiences, with excellent English proficiency for cross-team coordination.
• Strong customer service orientation, with problem ownership and driving timely resolution within SLA commitments.
• Ability to support systems operating in a 24/7/365 environment, responding to critical issues during assigned shift.
• Ability to foster a team environment through transparency, collaboration, and thorough documentation.
• Ability to work under the guidance of senior engineers and development leads while providing proactive updates to the leadership team.
• Ability to manage concurrent priorities across multiple systems without losing track of open issues.
• Ability to identify patterns in recurring incidents and propose process, automation, and performance improvements.
• Ability to operate effectively in a remote (offshore) setup with overlapping hours with onshore teams and clear daily handovers.