System Support Specialist III - SGP

Description:

● Act as the primary escalation point for complex system incidents, driving root cause analysis, corrective actions, and permanent resolution in collaboration with vendors and stakeholders.
● Lead system go-live, hypercare, and stabilization activities, ensuring robust monitoring, rapid response, and effective cross-functional coordination.
● Oversee change control processes, evaluate system change impacts, and provide technical review and approval support for release readiness activities.
● Drive system configuration governance, user access lifecycle management, and periodic access recertification in accordance with compliance requirements.
● Lead and coordinate testing programmes (UAT, OQ, PQ), ensuring test strategies, defect resolution, and documentation meet regulatory and quality standards.
● Mentor and guide System Support Specialist I and II, providing technical direction and supporting capability development.
● Maintain and continuously improve support documentation, SOPs, configuration records, and technical artefacts to the highest audit-ready standards.
● Proactively identify system risks and compliance gaps, developing and implementing mitigation strategies in alignment with site quality and IT teams.
● Serve as subject matter expert in support audits, regulatory inspections, and internal reviews, providing timely and accurate information.
● Drive continuous improvement initiatives across support processes, tooling, and operational practices to enhance system reliability and efficiency.

Education & Experience

• Bachelor's degree in Computer Science, Information Technology, or a related field is often preferred or required

• Significant experience: This is a senior-level role requiring 7+ years of relevant technical support experience

• Enterprise environment: Experience in a medium to large, complex enterprise environment is essential.
  

  • Operating Systems: Advanced knowledge of Windows, macOS, and Linux

  • Mobile Platforms: Working knowledge of iOS and Android

  • Networking: Advanced knowledge of networking and information security topics

  • Enterprise Tools: Working knowledge of Active Directory, Azure, Intune, DNS, DHCP, Microsoft Exchange, TCP/IP, and VPN

  • Ticketing & SaaS: Experience with high-volume ticketing systems and in-depth knowledge of SaaS applications like Okta, Google Workspaces, Slack, Zoom, and O365

  • Hardware & Infrastructure: Experience with data center support, including equipment installation, cabling, and inventory tracking, is often mentioned