Senior Managed Services Analyst

Senior Managed Services Analyst

PURPOSE

TES Analytics & Technology team is seeking a highly motivated and resourceful individual to join Operations & Support team as a Managed Service Analyst. The ideal candidate is highly motivated individual who will manage day-to-day operational requirements, ensuring the team is meeting the expectations of our customers/stakeholders. Ensure all deliverables are in accordance with SOPs and work instructions, meeting quality and timeline metrics.

RESPONSIBILITIES

• Willing to work in 24x7 support team
• Own the knowledge management process. Writing, reviewing & approving knowledge base documents to be used within the team
• Ensure the team demonstrates the highest standards of accountability by effective communication, reporting, and handling/escalating of all technical and functional issues as and when they occur in a timely manner.
• Maintain effective project/stakeholder communication
• Anticipate and identify delivery delays or errors and make sure the customers/stakeholders are advised of progress and actions being taken.
• Ensure all Service Level Agreements are honored to required quality and support standards.
• Identify areas for improvement and automation in the process
• Willingness to work in a flexible schedule, for extended periods of time in a 24*7 environment including Weekends and Public Holidays.
• Available on phone/email for the team for any off-business hours support.
• Share daily/weekly reports with stakeholders and management.
• Maintain and update stakeholder contact information for off-hours support team, in event of a application/job failure situation.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• Experiences on Snowflake data warehousing.
• Good knowledge on SQL queries.
• Good to have knowledge on Automic ETL Tool
• 6+ years’ experience working in a technical support environment within a technology-oriented company.
• Proven ability to learn and apply new skills and processes rapidly and coach, mentor, and inspire others
• Candidate must be self-sufficient, driven, energetic with passion for technology, provide excellent customer support service, and have patience to work with users with different levels of technical knowledge.
• Able to operate under pressure and in time sensitive support environments.
• Should be able to coach and mentor team members
• Solid troubleshooting skills and passion for problem-solving and investigation
• Strong quantitative and analytical skills - strong working experience of Microsoft Office / Office 365 especially Excel (Macros, Pivots, Worksheets and add-ins)
• Proficient critical thinking, problem solving, decision making and leadership capabilities
• Results and detail-oriented approach to work delivery and output.
• Solid organizational, time management and prioritization skills including attention to detail and planning.
• Ability to establish and maintain effective working relationships with team, managers and stakeholder.
• Excellent communication skills
• Good SQL/PLSQL knowledge
• Good Database/ETL knowledge
• Creative problem-solving abilities and a passion for innovation
• Ability to effectively influence and communicate within the team and cross-functionally
• Ability to address conflict within the team, constructively.
• Ability to perform data & application management as part of service operations with an ability to work in fast paced environment
• Knowledge on scripting with performance tuning capability is desirable
• Should have worked on task automations or process improvement projects
• Should have strong analytical and problem-solving ability 
• Should be proactive with a zeal to learn and have an inquisitive attitude
• Adherence to processes and defined service levels in respective individual service areas
• Should be flexible to learn and move around technologies
• Good verbal/written communication skills is a must

Additional Points:

• Should have basic knowledge in Unix/Linux.

• Trouble shooting the issues in production with high precision.

• Fixing the data if required and should be able to do change requests. 

• Processing/ Transferring of files requested by client within timeframe.

• Root cause analysis for the issues with permanent fixes.

• Respond in a highly professional manner to all stakeholder/on-shore queries and problems/liaising with relevant areas of the business.

• Documentation of issues and resolution recording under ticketing system (CSM)

• Collaborate with other team and follow up for closure of issues and permanent fixes

• Ensure stakeholder are appropriately informed of any delivery delays or data errors, and ensure client get the updated files/reports.

• Escalate the issues within agreed SLA

• Should be able to work independently on issues arising with capable of handling stakeholder and on-shore calls.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.

Experience Level

Senior Level