Sr Product Sppt Tech Advisor

Job Overview
    • The Senior Product Support Technical Advisor for the SCION Delivery Platform (SDP) plays a critical role in ensuring the stability, reliability, and customer success of IQVIA’s strategic data delivery platform. This role acts as a technical escalation point across Product Support, Platform Engineering, DaaS, and Operations, bridging product functionality and operational excellence.
    • You will be responsible for advanced issue triage, root cause analysis, production support, and customer‑facing technical guidance, while driving continuous improvement in support processes, platform resilience, and customer experience. The role requires strong technical depth, cross‑team collaboration, and ownership mindset.
    • Hybrid work model: 1–3 days per week from the Bengaluru office.

Key Responsibilities / Essential Functions
Product & Platform Support
    • Serve as a Senior Technical Advisor for complex SDP platform issues across non‑production and production environments.
    • Own end‑to‑end incident triage, including problem identification, impact analysis, root cause analysis (RCA), and permanent remediation.
    • Support QA, UAT, and production go‑lives, including pre‑release readiness, cutover support, and post‑release validation.
    • Collaborate with Product, Engineering, DaaS Implementation, and Ops teams to diagnose and resolve platform and data‑related issues.
    • Ensure SLA adherence, proactive communication, and timely resolution for customer‑impacting incidents.
    • Own end‑to‑end problem resolution, coordinating across engineering, product, QA, cloud, and operations teams.
    • Provide application production (warranty) support, including go‑live and post‑release stabilization.

Customer & Stakeholder Engagement
    • Work closely with customers, project managers, and internal stakeholders to understand issues, clarify requirements, and provide technical guidance.
    • Provide clear, customer‑ready communication on incidents, risks, timelines, and resolutions.
    • Support creation of weekly status reports, client updates, and executive snapshots related to SDP deliveries and operational health.
    • Act as a trusted technical advisor for customers during onboarding, UAT, and post‑go‑live phases.

Operations & Support Governance
    • Ensure all incidents, service requests, and problem tickets are accurately logged, tracked, and updated to closure.
    • Drive improvements in support processes, SOPs, and triage models, reducing manual effort and repeat issues.
    • Participate in post‑incident reviews and lead RCA documentation with actionable remediation items.
    • Help define and reinforce roles, responsibilities, and ownership across SDP support and delivery teams.

Platform Reliability & Continuous Improvement
    • Partner with platform and engineering teams to: 
        ○ Improve monitoring, alerting, and observability
        ○ Strengthen backup, recovery, and high‑availability strategies
        ○ Reduce deployment, recovery, and resolution time
    • Identify opportunities to automate recurring operational tasks and streamline support workflows.
    • Contribute to patching, upgrade, and vulnerability remediation strategies to maintain platform security and compliance.

Technical Analysis & Troubleshooting
    • Analyze application behavior, logs, metrics, and database interactions to identify performance, reliability, and scalability issues.
    • Troubleshoot issues related to microservices, APIs, databases, and cloud infrastructure.
    • Support QA, UAT, and release readiness activities by validating platform behavior and resolving pre‑release defects.
    • Ensure systems remain secure, stable, and highly available under production workloads.
    
Continuous Improvement
    • Drive improvements in support processes, monitoring, alerting, and incident response.
    • Recommend and help implement automation, self‑healing, and operational best practices to reduce recurring issues.
    • Participate in post‑incident reviews and contribute to SOPs, runbooks, and knowledge articles.
    • Stay current with emerging technologies and evolving best practices relevant to SaaS support and cloud platforms.

Required Qualifications
    • Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
    • 8+ years of experience in product support, platform support, or SaaS operations, with at least 3–4 years in a senior / lead role.
    • Strong experience supporting highly available, multi‑tenant SaaS platforms.
    • Deep understanding of production support models, incident management, and problem management.
    • Proven ability to work effectively in a fast‑paced, customer‑facing environment.
    • Strong analytical, communication, and stakeholder‑management skills.

Technical Skills 
• Backend Technologies:
Strong working knowledge of Python (preferably FastAPI) and Node.js, with ability to debug production issues.
• Databases:
Proficiency in SQL and NoSQL databases (PostgreSQL, MongoDB) with experience diagnosing data and performance issues.
• Cloud & DevOps:
Experience supporting applications on AWS, Azure, or GCP, including familiarity with Docker, Kubernetes, and CI/CD pipelines.
• System Design & Architecture:
Solid understanding of microservices architecture, distributed systems, and system design patterns.
• Security:
Understanding of security best practices for cloud‑native and enterprise applications.

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.