Service Delivery Engineer - Manufacturing and Quality Management Systems

Service Delivery Engineer, MFG & QRA

Life. Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.

Are you ready to be the backbone of critical IT systems that support manufacturing and quality operations in a global healthcare company? Join us in Pune and help ensure our applications run smoothly, securely, and efficiently—so we can keep delivering life-changing technology to patients around the world. As a Service Delivery Engineer, you’ll be the go-to expert for supporting Manufacturing and Quality Management Systems (QMS). You’ll troubleshoot and resolve incidents, manage service requests, and coordinate with internal teams and external vendors to keep systems stable and secure. You’ll also play a key role in deploying updates, managing user access, and driving continuous improvement across the application lifecycle. Whether it’s resolving a critical issue or streamlining a process, your work will directly impact business continuity and operational excellence.

What will you be doing?

Application Support:

Incident Management/Technical Support Coordination

• Perform initial analysis, troubleshooting, and resolution of software and application issues.
• Escalate complex issues to specialized teams when required, following defined escalation paths.
• Collaborate with external vendors and partners to resolve incidents and service requests.
• Provide regular status updates to users and stakeholders during incident handling.
• Ensure adherence to defined SLAs and incident response procedures.

Application Support:

• Document resolution steps and workarounds in the knowledge base to enable faster future resolution.
• Support application deployments, patching, and release activities, ensuring minimal disruption to operations.
• Manage user access and permissions within MFG and QRA applications, ensuring compliance with security and audit requirements.
• Handle user onboarding/offboarding, access reviews, and role-based access control (RBAC) maintenance.
• Perform routine application administration tasks, such as parameter updates, environment checks, and scheduled job monitoring.
• Support application deployments, patches, and upgrades, coordinating with development, infrastructure, and validation teams.
• 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, service requests and identify permanent fixes as part of continuous improvement.
• 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.

What will you need to be successful?

Success in this role means being proactive, collaborative, and technically sharp. You’ll need to be comfortable working across teams and time zones and confident in managing complex systems in a regulated environment.

• 1–3 years of experience in Level 2 IT application support, ideally within manufacturing, QMS or regulatory systems in life sciences or medical devices
• Hands-on experience with platforms like eQMS, RIMSYS, Calibration Systems, Document Management, or similar.
• Strong communication and stakeholder management skills, with a calm approach under pressure
• Familiarity with ITIL practices and role-based access control (RBAC), plus experience coordinating with vendors and internal IT teams

You. Unlimited.
We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.
Inclusion and Belonging: Committed to welcoming, celebrating and thriving on inclusion and belonging. Learn more about our Employee Inclusion Groups on our website www.smith-nephew.com
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 and paid volunteering hours so we can give back to our communities
Your Wellbeing: Private health and dental plans, healthcare cash plans, income protection, life assurance and much more
Flexibility: Hybrid working model (for most professional roles)
Training: Hands-on, team-customised mentorship
Extra Perks: Free cab transport facility for all employees; one-time meal provided to all employees as per shift. Night shift allowances#LI-DP1

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Experience Level

Mid Level