Lead, Production Support

Job Description

• This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Lead, Production Support based in India. This is a senior leadership role responsible for overseeing the day-to-day operations of a Production Support team within a fast-paced clinical trials technology environment. You will ensure the stability, accuracy, and reliability of critical systems that support global life sciences studies. The role involves managing escalations, guiding technical issue resolution, and ensuring adherence to strict SLAs while maintaining high service quality standards. You will act as both a technical expert and team lead, mentoring junior staff and driving operational excellence. Working closely with internal study teams, external clients, and sponsors, you will ensure seamless issue resolution and data integrity across systems. This position requires strong ownership, independent decision-making, and the ability to thrive in a highly regulated, detail-sensitive environment.
• Accountabilities: 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. 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. Benefits: Competitive compensation package aligned with senior leadership responsibilities Opportunity to work in a global clinical trials technology environment Exposure to international clients and large-scale life sciences projects Career growth opportunities in technical leadership and operations management Collaborative and high-performance work culture Structured training and knowledge-sharing programs On-call and overtime compensation where applicable Opportunity to contribute to mission-critical healthcare and research systems.
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