Senior Product Support Specialist

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate.

The Eurofins network of companies believes that it is a global leader in food, environment, pharmaceutical and cosmetic product testing and in discovery pharmacology, forensics, advanced material sciences and AgroScience contract research services. It is also one of the market leaders in certain testing and laboratory services for genomics, and in the support of clinical studies, as well as in biopharma contract development and manufacturing. It also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products.

In over 37 years, Eurofins has grown from one laboratory in Nantes, France to over 65,000 staff across a decentralised and entrepreneurial network of more than 950 laboratories in over 1,000 companies across 59 countries. Eurofins companies offer a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.

In 2024, Eurofins generated total revenues of EUR 6.95 billion; and has been among the best performing stocks in Europe over the past 20 years.

Company URL:

Eurofins IT Delivery Center India - Eurofins Scientific

Eurofins - We are Testing for Life

Eurofins - IT division in enabling the business

TITLE: Senior Product Support Specialist
WORKING LOCATION: Bangalore, India
WORK MODE: Hybrid 3 Days office and 2 Days WFH in a week.

SHIFT TIMINGS: 8.00 AM to 5.00 PM OR 12.00 PM to 9.00 PM.

OVERALL OBJECTIVES

Senior Support Analyst to manage IT Reporting ticket as well as providing guidance and support for Junior resources

Role Summary

We are seeking a highly motivated and experienced Senior Support Analyst to provide advanced L2/L3 support for enterprise data warehouse solutions and Power BI reporting platforms. The successful candidate will play a key role in incident resolution, problem management, service improvement, and operational support while mentoring junior support team members.

This role requires strong analytical capabilities, technical troubleshooting expertise, and a proactive mindset to ensure the stability, performance, and continuous improvement of reporting and data services.

 KEY RESPONSIBILITIES:

Support & Operations

Provide Level 2 and Level 3 support for incidents, service requests, and operational issues related to:

• Data warehouse environments
• Power BI reports and dashboards
• Data integrations and reporting services
• Investigate, troubleshoot, and resolve complex technical issues within agreed SLAs.
• Perform root cause analysis and contribute to long-term problem resolution.
• Monitor system performance and proactively identify operational risks and improvement opportunities.

Leadership & Collaboration

• Lead L2 support activities and act as an escalation point for complex incidents.
• Coach, mentor, and guide other L2 support analysts in:
  • Incident management
  • Problem management
  • Best practices and operational procedures
• Collaborate with infrastructure, application, and business teams to ensure seamless support delivery.
• Contribute to knowledge sharing, documentation, and process standardization.

Data Analysis & Reporting

• Provide data analysis insights to support business and operational decision-making.
• Analyse trends, incidents, and reporting data to identify systemic issues and optimization opportunities.
• Support users in understanding and interpreting reporting outputs and data quality concerns.

REQUIRED SKILLS & EXPERIENCE:

• Experience providing L2/L3 application or data support in enterprise environments.
• Strong understanding of ITIL 4 processes and best practices.
• ITIL 4 Certification required.
• Experience supporting Power BI reporting solutions.
• Ability to execute and understand SQL queries as an end user.
• Knowledge of relational databases and data structures.
• Familiarity with IT assets and infrastructure environments.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.

PREFERRED PROFILES

• Proactive and customer-focused mindset.
• Ability to work independently and manage multiple priorities.
• Strong documentation and knowledge management skills.
• Team player with mentoring and leadership capabilities

Engineering Degree in Computer Science/MCA or any other Bachelor’s degree with the relevant experience.