UBC · 1 day ago
IT Support Specialist II - Production Support (Incident Mgmt)
United States
Full-time
Remote
Mid Level
4+ years expUBC is a pharmaceutical support industry leader devoted to empowering health solutions for a better tomorrow. The IT Support Specialist II will monitor and maintain IT systems, troubleshoot issues, and ensure compliance with internal policies and regulatory requirements while acting as the primary technical contact during production incidents.
BiotechnologyHealth CareLife ScienceMedical
Responsibilities
Regularly monitor the performance and health of IT on-premises and cloud environments systems, troubleshoot issues, and perform routine maintenance to prevent downtime
Analyze system performance, identify bottlenecks, and optimize resources to enhance efficiency
Ensure data backup procedures are in place and functional and oversee recovery processes in the event of data loss or system failure
Implement and manage security protocols to protect systems and data from unauthorized access, malware, and other threats
Respond promptly to IT incidents, coordinate resolution efforts, and communicate status updates to relevant stakeholders
Maintain up-to-date documentation on system, cloud, and software configurations, processes, and changes for compliance and troubleshooting purposes
Ensure IT operations adhere to internal policies and regulatory requirements
Organize and facilitate support calls involving application teams, users, and technology partners. Act as the primary point of contact during production incidents, ensuring the right stakeholders are engaged promptly
Track, prioritize, and follow up on reported production issues. Work closely with technical teams to ensure timely resolution, maintaining ownership of issues until closure and escalating as needed
Draft and send clear, timely communications regarding incident status, updates, and resolutions to impacted users and management. Maintain accurate documentation of incident details and actions taken
Record incident timelines, impacted services, root cause analysis, corrective actions and preventive actions for future reference and reporting
Participate in client and internal audits, ensuring readiness and thorough documentation to demonstrate compliance with organizational and regulatory requirements
Assist in researching and formulating responses to client questionnaires, collaborating with subject matter experts to provide accurate and timely information
Support Global Quality and Compliance team by tracking, managing, and facilitating the closure of Corrective Action and Preventive Action (CAPA) items
Coordinate regular policy review meetings with key stakeholders to ensure timely reviews and updates are performed
Qualification
Required
Bachelor's Degree in Computer Engineering, Information Systems or related field, or equivalent work experience, ideally 4+ years of hands on experience
2+ years' experience in an enterprise IT environment required
Background in healthcare or similarly regulated environments is a plus
Experience with ITIL processes or formal incident management frameworks
Proficient with various information technology tools, including ticketing systems, and Microsoft Office Suite
Familiarity with application monitoring tools and dashboards
Strong organizational and coordination skills with the ability to manage multiple tasks simultaneously
Excellent verbal and written communication skills; including the ability to effectively summarize technical information to non-technical audiences
Demonstrated problem-solving skills and attention to detail
Ability to remain calm and focused under pressure in a fast-paced production environment
Flexible to support off-hours or weekend work as required for production support coverage
Proactive in identifying opportunities to improve support processes
Strong sense of ownership and accountability for production stability
Benefits
Competitive salaries
Growth opportunities for promotion
401K with company match
Tuition reimbursement
Flexible work environment
Discretionary PTO (Paid Time Off)
Paid Holidays
Employee assistance programs
Medical, Dental, and vision coverage
HSA/FSA
Telemedicine (Virtual doctor appointments)
Wellness program
Adoption assistance
Short term disability
Long term disability
Life insurance
Discount programs
Company
UBC
United BioSource LLC (UBC) is the leading provider of evidence development solutions with expertise in uniting evidence and access.
1001-5000 employees
H1B Sponsorship
UBC has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (3)
2023 (3)
2022 (4)
2021 (5)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$0.04M2017-11-27Acquired
2010-08-13Series Unknown· $0.04M
Leadership Team
Bekki Brown
Chief Operating Officer
Nicole Hebbert
SVP, Head of Patient Support Services
Recent News
Venture Capital
2026-01-06
Company data provided by crunchbase