Manager, Data Aggregation & Distribution L2 Support
RemoteFull-time2–5 yrsPosted over a month ago
Mid-level IT support role at Parexel International India safety services. Needs 2+ years and a B.Sc, B.Tech or B.E.. Remote.
About the role
We are seeking a Manager for Data Aggregation & Distribution L2 Support to join our team. As a Manager for Data Aggregation & Distribution L2 Support, you will drive critical data operations that enable clinical research at scale. This position plays a key role in leading technical support teams, ensuring data pipeline reliability, maintaining regulatory compliance, and delivering exceptional service to internal and external stakeholders.
What you'll do
- Lead, manage, and develop a team of 14 L2 data support specialists, providing clear direction, coaching, and performance oversight to foster a high-performance culture
- Oversee the triage, diagnosis, and resolution of data pipeline, ingestion, and distribution issues, acting as an escalation point for complex technical problems
- Monitor support queue performance and service levels, ensuring timely issue resolution and maintaining agreed SLAs across all data platforms
- Collaborate with internal stakeholders including platform data teams, data engineering, analytics
- Identify opportunities to improve data support operations, pipeline reliability, and team efficiency through continuous process improvement and innovation
What you need
- Azure
- Databricks
- Snowflake
- Troubleshooting
- ServiceNow
- ETL
Good to have
- CRO
- ITIL
- Clinical research
- Power BI