Reference #: R13783BASIC PURPOSE: The purpose of this role is to provide Tier 2 application support for Clario's various clinical trial platforms. The focus of the role will be to ensure all applications and database services are being delivered by our external partners and internal resources through service level agreements and objectives. Role will entail focusing on uptime, process improvements and reporting.ESSENTIAL DUTIES AND RESPONSIBILITIES:Manage the operations of our clinical trial application platforms through multiple product lifecycle environments, from development to mission-critical production systems.Responsible for databases platforms through multiple product lifecycle environments, from development to mission-critical production systems.Work closely with the R&D (Tier 3) support teams on Product roadmaps, deployments and troubleshooting activities.Manage key strategic application and database projects end-to-end and provide technical direction to project managers, engineers, and other team members.Set performance expectations, conduct regular performance evaluations, and promote a culture of accountability and collaboration.Continuously evaluate and enhance the IT Product support processes, aiming for increased efficiency and effectiveness.Ensure the configuration and maintenance of application and database servers and processes, including monitoring of system health and performance, to ensure high levels of performance, availability, and security.Maintain clear and transparent communication with stakeholders, including users, management, and other stakeholders.Work effectively with stakeholders and senior leadership to manage to acceptable outcomes in line with IT SOP process and procedures; record new SOP support procedures.Develop, identify, and document operational processes and procedures; assist with run book implementations where there are gaps.Coordinate resources and activities to achieve maximum productivity.Perform scheduled maintenance and support release deployment activities in partnership with R&D.Oversee technical solutions to confirm business requirements are met and are compliant with the strategic architecture.Provide bi-weekly status reports on uptime, risks and issues.Analyze and create ticket reduction strategies using automation and process improvement ideas.Prepare outage reports for clients and internal stakeholders.Manage consultants and vendors to ensure adherence to plans and contractual commitments.Provide JIRA administration support to Product team members.Integrate automation into manual processes.Work with third-party application vendors on their roadmaps and any vulnerabilities.Willing to work off hours and weekends as needed to support our 24/7 operations.Establish KPIs and other criteria to demonstrate improvements within your function.

　　OTHER DUTIES AND RESPONSIBILITIES:

　　The duties and responsibilities listed in this job description represent the major responsibilities of the position. Other duties and responsibilities may be assigned, as required. Clario reserves the right to amend or change this job description to meet the needs of Clario. This job description and any attachments do not constitute or represent a contract.

　　QUALIFICATIONS AND SKILLS NEEDED:

　　Education:BS degree required, Computer Science, Math or Engineering degree with technical background highly desired. Advanced degree and/or certifications desired.

　　Experience:10+ years of experience in an application and operations capacity supporting a global enterprise.Strong experience in supporting Products (applications) running Microsoft SQL, Oracle, Postgres, Mongo, Tomcat, Microsoft IIS and other front-end software.Knowledge of software including Puppet, Jenkins, Docker, K8s, scripting tools or other DevOps tools.Understanding of Citrix or other thin-client platforms work with developed products.Advanced experience in architecture and have ability to create architecture layouts, executive presentation, roadmaps, and business case development.Ability to convert customer requirements to solutions.Experience in supporting Products and R&D teams.Proficiency in advanced monitoring techniques and automation scripts.Experience presenting to stakeholders on outages, root causes, preventative actions and corrective actions.Strong quantitative and qualitative reasoning skills, with demonstrated ability to determine event root causes, performance shortfalls and required corrective actions.Demonstrate a solid understanding of cloud applications (in IaaS, PaaS, and SaaS).Experience working in a DevOps or Scrum methodology is nice to have.Ability to prioritize work and stay organized in complex, fast-paced environment with high levels of ambiguity.Advance knowledge of service level agreements, uptime reporting and business impact analysis.

　　Knowledge of building applications by adopting DevOps practices such as CI (Continuous Integration) & CD (Continuous Deployment).Exceptional interpersonal, presentation and communication skills.Dynatrace monitoring tool experience a plus.Strong organizational skills and detail oriented.Experience working with third-party partners required.Application development experience a plus.Kaizen expertise and a demonstrated track record of driving continuous improvement initiatives a plus.ITIL certification and experience implementing ITIL practices is a plus.The Department Head has the discretion to hire personnel with a combination of experience and education, which may vary from the above listed qualifications.

　　EEO StatementClario is an equal opportunity employer. Clario evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status, or any other legally protected characteristic.

　　ERT is an equal opportunity employer and all qualified applicants receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.