Associate Manager

IntegriChain is on a mission to help all stakeholders in the life sciences industry drive access. We do this through our relentless focus on unifying all the critical business functions for therapy commercialization and access contracts and pricing, gross-to-net, channel, and patient services unlocking strategic payer, provider, pharmacy, and patient access insights for our life sciences customers. Our company values collaboration, innovation, and a commitment to delivering high-quality software products. We foster a dynamic and inclusive work environment where creativity and initiative are encouraged. This job description serves as a general guide and may be modified to meet the specific needs of the hiring organization. The Associate Manager Software Engineer will be an integral member of the IntegriChain C&P Saviors team. The successful candidate will be responsible for providing application support and resolving issues related to our enterprise-level applications. This role involves collaborating with cross-functional teams, troubleshooting technical problems, and ensuring the optimal performance of critical applications.

Responsibilities:

• Take ownership of providing technical support to the customer success team (for the issues they could not resolve in L1/L2). Examine potential areas for Service Improvement and recommend solutions/proposals to Product Management
• Work with BPO Support, users and be aware of urgency of the issue and resolution timelines; coordinate with engineering/product managers to plan and support release activities.
• Interact with internal and cross teams to troubleshoot and resolve complex problems. Develop, coordinate and promote the effective functioning of problem management activities across all teams.
• Provide technical leadership - Lead and prioritize the Application/Technical Support team’s workload. Guide team members to troubleshoot & resolve technical issues including software system design and maintenance.
• Contribute to the planning of hotfixes/releases.
• Design appropriate metrics for reporting on key performance and quality indicators.
• Maintain application by regular monitoring, performance tuning, and testing activities
• Ensure compliance with agile processes defined at the organizational level to meet quality goals set at the product level. Ensure there are robust procedures and processes within the application support function remit.
• Design, prepare, and conduct training relating to Problem & Incident Management
• Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Application Support to manage resultant problems
• Handling all the communication related to the assigned Pods with stakeholders.
• Implement workarounds to limit customer downtime. Subsequently, follow up and ensure the implementation of a permanent solution.
• Identify the root cause of the issue, document it and provide feedback to the roadmap team on correction actions

Requirements

Requirements

• Bachelor’s degree in computer science, Software Engineering, or a related field.
• Proven experience as a Software Engineer or in a similar role.
• Proficient in one or more programming languages.
• Strong problem-solving and analytical skills.
• Excellent communication and teamwork skills.
• Ready to work in flexible working hours when needed.

Preferred Skills

• Must have experience in leading technical small to medium size teams.
• Strong customer service and support focus with a desire to deliver a high-quality service
• Ability to multitask, work under pressure and to tight deadlines
• Still handson and recently participated in delivering quality code
• Full-Stack Software Development experience in both front end and back end technologies.
• Have at least 5 years of experience in developing & supporting Python related applications.
• Experience in building & supporting applications with containerization like Docker or Kubernetes is nice to have.
• Experience in writing relatively complex DB queries (any relational DB) is required.
• Experience in building web platforms with Angular 9+ (React could be an alternative) is nice to have.
• Experience in building RESTful APIs using Python and web frameworks such as Flask is required.
• Experience in working in any of the ORM tools like SQLAlchemy, Django is required.
• Experience with cloud computing platforms i.e. AWS (other Cloud knowledge is also considered on Azure or Google Cloud) is nice to have.
• Should be comfortable with Agile methodologies, such as Scrum, Kanban
• Demonstrated interpersonal skills including communication, mentoring, coaching, and the ability to interact with colleagues at all levels
• Key competencies required: Support, Problem-Solving, Analytical, Collaboration, and Accountability
• AWS® certifications would be an advantage.

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