Lead, Production Support
E
EndpointLife Sciences
Remote IndiaFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 10+ years' experience in a user-facing role; 3-4+ years of experience in clinical trials industry.
- Required Skills
- LeadershipSQLData AnalysisMicrosoft OfficeMentoringTroubleshootingTechnical support
Requirements
- 10+ years of experience in a user-facing role providing technical support via phone and email.
- 3-4+ years of experience in the clinical trials industry.
- Proven expertise in SQL scripts, including creating complex queries and stored procedures.
- Advanced knowledge of Microsoft Office applications (Outlook, Word, Excel, Visio, PowerPoint).
- Previous experience in a fast-paced, support-oriented environment.
- Proven leadership and mentoring skills with the ability to set and achieve team goals.
- Ability to work independently with minimal supervision and troubleshoot technical issues.
- Strong organizational, time management, and interpersonal skills.
- Availability for weekend and holiday coverage.
Responsibilities
- Provide overall direction and guidance to the Production Support team on a day-to-day basis.
- Assume responsibility for team performance, goal achievement, and adherence to SLAs.
- Serve as a point of escalation for support issues requiring additional research or troubleshooting.
- Draft, modify, and execute SQL data scripts for project data, database updates, and reporting.
- Review change requests and perform ticket quality reviews to ensure adherence to standards.
- Manage and update Production Support best practices and knowledgebase articles.
- Conduct performance management, including reviews and regular team meetings.
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