Service Delivery Engineer, MFG & QRA at Smith Nephew

, , India -

Full Time

Start Date

Immediate

Expiry Date

01 Feb, 26

Salary

0.0

Posted On

03 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Application Support, Incident Resolution, Process Improvement, Stakeholder Coordination, ITIL Practices, Quality Management Systems, Regulatory Systems, Configuration Management, Change Management, Technical Support, Collaboration, Training, Communication, Problem Solving, Customer Service, Continuous Improvement

Industry

Medical Equipment Manufacturing

Description

Role: Service Delivery Engineer, MFG & QRA Location: Kharadi, Pune Life Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living. The Service Delivery Engineer, MFG & QRA is responsible for leading the application support for Manufacturing and Quality Management Systems (QMS), ensuring effective delivery of IT service requests, incident resolutions, and system enhancements. This role ensures business continuity by maintaining application stability, coordinating with stakeholders, and driving continuous improvements across the application lifecycle. What will you be doing? Application Support (80%) 3rd Party Technical Support Coordination: Collaborate with external vendors/partners to resolve incidents and service requests. Customer/Business Partner Coordination: Work directly with end-users to troubleshoot escalated issues and keep them informed about the progress of their requests. IT Partner/Stakeholder Coordination: Coordinate with internal IT teams (service desk, network, Windows, IAM) to resolve incidents and service requests. Configuration Item Management: Ensure all configuration items in ServiceNOW are accurate and up to date. Change Ticket Management: Create, update, and manage change tickets through to closure, including coordinating testing with IT, vendors, or business partners. Process Improvement and Controls (20%) Process Control: Monitor system alerts, escalations, and complaints, managing customer expectations and escalating issues to the appropriate stakeholders. Process Improvement: Identify opportunities for process improvement, document them, develop new processes, and present recommendations to stakeholders. Training and Knowledge Sharing: Provide training and share knowledge with new team members. What will you need to be successful? Education: Bachelor's degree in computer science, Information Technology, or equivalent. Licenses/ Certifications: Any one of the certifications listed below is good to have. SAFe Certified Agile Alliance Certified TOGAF Certified ITIL Certified Any of the ITSM Frameworks Experience: Minimum 3 years of IT support experience leading or providing Level 2 (L2) application support for Manufacturing, Quality Management Systems (QMS), or Regulatory Systems within the medical device, life sciences, or pharmaceutical industries. Demonstrated success in ensuring system reliability, resolving complex incidents, and driving service improvements across critical business applications. Hands-on experience supporting platforms such as eQMS, RIMSYS, GRS, Calibration Systems, Quality Inspection, Environmental Monitoring, Document Management, Label Printing, CNC Programming, Laboratory Management, or CCMI software. Proven ability to collaborate with cross-functional teams, vendors, and business stakeholders to deliver efficient, compliant, and high-quality IT services. Competences: Strong communication and stakeholder management skills. Calm and composed under pressure; able to handle escalations effectively. Hands-on knowledge of ITIL practices and Quality/Regulatory systems support. Ability to collaborate across diverse internal IT teams and external vendors (3rd Party vendors). You Unlimited. We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve. Inclusion + Belonging: Committed to Welcoming, Celebrating and Thriving., Learn more about Employee Inclusion Groups on our website (https://www.smith-nephew.com/). Other reasons why you will love it here! Your Future: Major medical coverage + policy exclusions and insurance non-medical limit. Educational Assistance. Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave. Flexibility: Hybrid Work Model (For most professional roles) Your Wellbeing: Parents/Parents-in-Law’s Insurance (Employer Contribution of 8,000/- annually), Employee Assistance Program, Parental Leave. Training: Hands-On, Team-Customized, Mentorship. #LI-DP1 Stay connected by joining our Talent Community. We're more than just a company - we're a community! Follow us on LinkedIn to see how we support and empower our employees and patients every day. Check us out on Glassdoor for a glimpse behind the scenes and a sneak peek into You. Unlimited., life, culture, and benefits at S+N. Explore our website and learn more about our mission, our team, and the opportunities we offer. Smith+Nephew is a global medical technology company. We design and manufacture technology that takes the limits off living. We support healthcare professionals to return their patients to health and mobility, helping them to perform at their fullest potential. From our first employee and founder, T.J. Smith, to our team today, it’s our people who make Smith+Nephew a unique place. Yes, we love to innovate and develop exciting technologies, and we offer competitive salaries and progressive benefits. But it’s our culture - of Care, Collaboration and Courage - that really sets us apart. Through a spirit of ownership and can-do attitude we work together to win. We’re a company of people who care about each other, about our customers and their patients, and about our communities. Together, we fulfill our shared purpose of Life Unlimited.

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Responsibilities

The Service Delivery Engineer is responsible for leading application support for Manufacturing and Quality Management Systems, ensuring effective delivery of IT service requests and incident resolutions. This role involves maintaining application stability and driving continuous improvements across the application lifecycle.