Product Support Technical Advisor

Product Support Technical Advisor II

Job Overview
Product Support Tier‑3 (T3) individual contributor responsible for providing advanced application support, troubleshooting complex issues, and performing in‑depth debugging across multiple enterprise applications. The role requires strong hands‑on experience with IIS, Azure, SQL/PLSQL, Unix/Linux, and a solid understanding of the ITIL framework. The T3 engineer will support 40–50+ global applications, participate in 24×7 rotational shift coverage, and work closely with Development, Infrastructure, and Service Owners to ensure system stability and timely resolution of high‑impact issues.

Essential Functions
Provide Tier 3 (T3) application and integration support for high‑impact, complex, and priority incidents across regulated and non‑regulated applications in both production/non-production environments.
Perform root cause analysis support for high priority incidents by collecting evidence, identifying patterns, documenting technical findings, and contributing to corrective and preventive actions.
Act as escalation point for Tier 2 and ensure urgent and high‑impact issues are taken up immediately with clear ownership and timely mitigation.
Monitor and manage script‑related and complex technical tickets on a defined cadence and ensure progress is tracked until closure.
Drive investigation for critical issues and deliverables, integration failures, and issues impacting multiple users or sponsor deliverables.
Ensure high‑priority “hypercare” items are tracked with investigation details, updates, and next actions documented consistently for visibility and faster resolution.
Maintain strong end‑user communication for high‑impact tickets including status updates, workarounds, and next steps while coordinating with support leads and stakeholders.
Actively monitor ticket queues and ensure proper triage, prioritization, assignment, and workload distribution across the shift team to avoid delays and stale tickets.
Acknowledge and manage escalation emails and ensure the email loop is closed with clear resolution confirmation and documented evidence.
Open and lead bridge calls immediately for major incidents and coordinate real‑time troubleshooting with SMEs, engineering, and dependent teams.
Participate in ongoing bridges and internal triage calls and ensure all required applications, dashboards, and documentation are readily available for effective incident resolution.
Coordinate with engineering, DBA, cloud/infra, and vendor teams to drive root cause isolation, corrective actions, and permanent fixes for recurring and systemic issues.
Perform deep technical troubleshooting using logs, application diagnostics, database checks, integration traces, and environment validation within authorized access boundaries.
Provide technical direction and guidance to Tier 2 on troubleshooting approach, data to collect, and interim workarounds to reduce business disruption.
Support problem management by contributing to RCA for critical incidents, documenting detailed technical findings, and ensuring corrective and preventive actions are defined and tracked.
Own and execute production recovery procedures for complex failures where authorized, including resubmissions, reprocessing, controlled restarts, and validation checks for data integrity.
Support change and release management by reviewing planned changes impacting production, assessing operational risk, supporting deployment windows, and leading post‑release validation and hypercare.
Ensure shift readiness by joining handover calls, reviewing prior shift communications, understanding open incidents, and continuing investigation without loss of context.
Drive knowledge management by creating and updating SOPs, known error articles, and troubleshooting playbooks for complex issues and repeated patterns.
Identify opportunities for monitoring enhancement and automation for repetitive operational tasks and coordinate implementation with relevant teams.
Provide operational leadership during shift by ensuring compliance to ticket updates, email management, and process adherence across the team.
Work in 24x7 rotational shifts including weekends and provide global coverage as per shift roster and business needs.
Demonstrate strong ownership, prioritization, and ability to manage multiple concurrent tickets while maintaining SLA and quality standards.

Qualifications
- Bachelor's degree in Computer Science or equivalent, or a minimum of 6-10 years of relevant experience in similar field.
- Experience working on Product/Application support area with rotational shift experience
- Ready to work in 24X7 shifts (Rotational Shifts including Night Shift and Weekends)
- Excellent communication skills and the ability to engage and influence stakeholders at all levels.
- Strong analytics and problem-solving Strong problem-solving skills.

Required Knowledge, Skills and Abilities
- Solid technical background and experience 
- Possesses fine-tuned analytical skills and/or programming experience 
- Strong PC-based troubleshooting skills 
- Possesses solid written and verbal skills
- Azure, AWS, IIS, Oracle,.NET, Unix, SQL, Windows Server
- Good verse with scripting, automation and AI. 
- Understanding of ITIL framework such as Incident Management, Problem Management and Change Managemen process 

Pref
• Working knowledge of software development processes and methodologies Req
• Knowledge of the clinical trial / pharmaceutical domain Pref
• Powerful work ethic with a focus on customer satisfaction Intermediate
• Strong customer facing and presentation skills Intermediate
• Process documentation skills Intermediate
• Validation documentation and execution skills
Intermediate
• Technical troubleshooting and documentation skills Intermediate

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.