Technical Service Analyst

Tech Service Analyst- Hyderabad (Hybrid)

Tech Service Analyst- Hyderabad (Hybrid)

Syneos Health® is a leading fully-integrated life sciences services organization built to accelerate customer success. We partner with innovators at every point across the drug development and commercialization continuum, helping them navigate complexity, anticipate change and accelerate progress.

Every day we perform better because of how we work together, as one team, each the best at what we do. We bring together talented experts across a broad spectrum of business critical corporate functions. Every role plays an essential part in enabling our customers to achieve their goals. Our teams are agile, collaborative, and committed to delivering—for each other, for our customers, and ultimately for the people who rely on the services we support.
Discover what your 25,000 future colleagues already know:

Why Syneos Health
• We are passionate about developing our people, through career development and progression; supportive and engaged line management; technical and therapeutic area training; peer recognition and total rewards program.
• We are committed to building an inclusive culture – where you can authentically be yourself. Central to this is our purpose – Driven to Deliver – which captures the passion of our colleagues to show up each day and shape solutions that have the ability to dramatically impact someone’s life. 
• We are continuously building the company we all want to work for and our customers want to work with. Why? Because we know that when we bring together smart colleagues from across the world, we can shape the future of healthcare, driving impact for customers and defining the pace of patient progress. 

Job Responsibilities

The Manager of Service Management is responsible for managing and overseeing Technical Services Service Management (TSSM) operations, including supervising professional employees and/or IT service supervisors and/or Vendors. The role involves leading teams in delivering Technical Services, setting strategic directions, resolving technical issues, and ensuring service quality. Additionally, the position adapts TSSM departmental plans to address operational and business challenges, while contributing to service planning and forecasting. The role may also involve managing small TS service teams or multiple IT projects, with a focus on maintaining service levels and ensuring client satisfaction.

Job Responsibilities

• Manage and oversee Technical Services service teams or supervisors, ensuring smooth delivery of IT services.
• Lead, guide, and mentor Technical Services team members by setting service management directions and resolving technical issues.
• Provide performance management for team members setting objectives in alignment with strategic direction.
• Own and manage service escalation processes, ensuring timely resolution of critical incidents and effective communication with business and IT stakeholders.
• Oversee and govern outsourced support service providers, ensuring performance meets agreed SLAs, KPIs, and service quality expectations.
• Adapt TSSM plans and priorities to address business needs, operational challenges, and service quality goals.
• Provide input to service forecasting and resource planning for TSSM processes and projects.
• Make decisions that impact service delivery for multiple employees and clients (internal/external).
• Oversee TS service management for external and internal teams or multiple small IT projects, ensuring alignment with SLAs.
• Ensure compliance with ITIL best practices and continuous improvement of service delivery processes.
• Proactively identify and address service-related issues, ensuring minimal disruption to business operations.
• Collaborate with internal and external clients to ensure satisfaction with IT services and support.
• Champion a ‘shift-left’ approach and driving a self-service strategy for TS Services,
• Participate in Technical Solutions (TS) projects, such as hardware refreshes, office moves, and system upgrades.
• Ensure adherence to company Technical Solutions policies, security guidelines, and best practices.

QUALIFICATION REQUIREMENTS

• Undergraduate degree
• 6 years related experience
• ITIL Foundation Certificate  

Disclaimer:

Tasks, duties, and responsibilities as listed in this job description are not exhaustive.  The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities.  Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Job Description.  The Company, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above.   Further, nothing contained herein should be construed to create an employment contract.  Occasionally, required skills/experiences for jobs are expressed in brief terms.  Any language contained herein is intended to fully comply with all obligations imposed by the legislation of each country in which it operates, including the implementation of the EU Equality Directive, in relation to the recruitment and employment of its employees.  The Company is committed to compliance with the Americans with Disabilities Act, including the provision of reasonable accommodations, when appropriate, to assist employees or applicants to perform the essential functions of the job.

Get to know Syneos Health

Over the past 5 years, we have worked with 94% of all Novel FDA Approved Drugs, 95% of EMA Authorized Products and over 200 Studies across 73,000 Sites and 675,000+ Trial patients.

No matter what your role is, you’ll take the initiative and challenge the status quo with us in a highly competitive and ever-changing environment. Learn more about Syneos Health.

http://www.syneoshealth.com

Additional Information

Tasks, duties, and responsibilities as listed in this job description are not exhaustive.  The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Job Description. The Company, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above.   Further, nothing contained herein should be construed to create an employment contract.  Occasionally, required skills/experiences for jobs are expressed in brief terms. Any language contained herein is intended to fully comply with all obligations imposed by the legislation of each country in which it operates, including the implementation of the EU Equality Directive, in relation to the recruitment and employment of its employees.  The Company is committed to compliance with the Americans with Disabilities Act, including the provision of reasonable accommodations, when appropriate, to assist employees or applicants to perform the essential functions of the job.

Experience Level

Senior Level