Manager, Data Aggregation & Distribution L2 Support

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

• 2–5 years in it support & networking
• Azure
• Databricks
• Snowflake
• Troubleshooting
• ServiceNow
• ETL
• B.Sc or B.Tech or B.E. or BCA

Good to have

• CRO
• ITIL
• Clinical research
• Power BI