Application support

Job Description

Maintenance Service tasks done independently. Customer Service Support Provide Support for digital Solutions offered to customers. Follow processes and work instructions to manage the tickets in the ticket system Problem solving of incidents remotely or on site (as requested) Processing coordination and forwarding of technical customer inquiries. Installation, update, upgrade, patching and configuration of Digital Solutions Technical elaboration and collaboration in the preparation of offers. General function related Provide input to the continuous improvement of processes Provide input to the improvement of support templates Active use of support tooling Collaborate with and support the DSO Project Hubs Setting own as well as working on defined priorities according to priority matrix in order to meet productivity, efficiency, quality and time standards Follow all relevant FME policies, guidelines, manuals, and SOPs as updated from time to time Participation in relevant product certification training and update courses in FME. Provide technical insights from customer feedback, marketing dynamics and competitions. Documentation Complete documentation of the executed work in accordance with the Medical Device Regulation and Standard Operating Procedures (SOPs) in all required systems (e.g. ticketing system, system for medical device registration) Documentation of requests for change New business service tasks guided/supported by FME senior member. Provide (Pre)Sales support Facilitate the technical support and activities in pre-sales meeting with customers, local sales and FME senior members. Support pre-tender pre-sales input to sales team potentially including site visits with sales team to customers. Act as local technical member to visits customers as needed. Project Management Providing project management for implementation projects at customer site Advising customer IT to ensure the customer IT infrastructure requirements fulfilled. Providing detailed implementation project plan and discuss timing with local sales and/or customer. Project Execution Install and configure digital solutions on customer environment. Ensuring full functionality by testing before taking digital solutions into production Follow-up on open topics after project closure Technical Requirements General up-to-date knowledge about IT and digitalization Experience of SQL Server and network configuration & trouble shooting skills Experience of IT service operation management, incl. incident/problem management, change management, complaint management, release management and configuration management. Knowledge of information system, connectivity, networking, cloud technologies, mobile technologies and applications ITIL basic knowledge Good communication skills in local culture and international context in English. Ability to travel as required. Flexibility to working hours in urgent and prioritized cases. About Virtusa Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us. Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence. Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.