Lead, Production Support
New
IndiaFull-TimeLead
SalaryCompetitive compensation package aligned with senior leadership responsibilities
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Job Details
- Experience
- 10+ years
- Required Skills
- SQLData AnalysisMicrosoft ExcelTechnical supportPowerPoint
Requirements
- 10+ years of experience in technical support, production support, or client-facing troubleshooting roles.
- 3–4+ years of experience in the clinical trials or life sciences industry is strongly preferred.
- Strong hands-on expertise in SQL, including writing complex queries and performing data analysis and validation.
- Proven experience leading or mentoring support teams in fast-paced, SLA-driven environments.
- Strong understanding of incident management, escalation handling, and production support best practices.
- Advanced proficiency in Microsoft Office tools (Excel, Word, PowerPoint, Outlook, Visio).
- Excellent problem-solving skills with the ability to independently diagnose and resolve technical issues.
- Strong leadership and people management skills with the ability to guide and develop team members.
- Excellent communication and stakeholder management skills, including client-facing interaction.
- High attention to detail with strong organizational and time management abilities.
Responsibilities
- Lead and manage the Production Support team’s daily operations, including task assignment, scheduling, and workload prioritization.
- Act as the primary escalation point for complex technical issues, ensuring timely and effective resolution.
- Oversee SLA adherence and team performance, ensuring consistent delivery of high-quality support services.
- Provide technical guidance on data changes, system integrity, and risk mitigation for high-impact updates.
- Perform SQL-based data analysis, queries, and script execution to support troubleshooting, reporting, and data validation.
- Conduct ticket quality reviews and ensure adherence to established support processes and standards.
- Collaborate with internal teams and external clients to clarify requirements, resolve issues, and maintain system reliability.
- Develop and maintain knowledge base documentation, tools, and best practices to improve operational efficiency.
- Support continuous improvement initiatives and contribute to process optimization across production support functions.
- Participate in on-call or extended coverage rotations, including weekends and holidays when required.
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