Manager, Data Aggregation and Distribution L2 Support

This is a fully remote position, open to applicants in India.

📋 Description

• Lead, manage, and nurture a team of 14 L2 data support specialists.

• Offer guidance, coaching, and performance management to cultivate a high-performance culture.

• Supervise the triage, diagnosis, and resolution of issues related to data pipelines, ingestion, and distribution.

• Serve as an escalation point for intricate technical challenges.

• Monitor the performance of the support queue and ensure service levels are met.

• Guarantee prompt issue resolution while upholding the agreed SLA across data platforms.

• Collaborate with platform data teams, data engineering, analytics, and business units.

• Identify requirements and address recurring issues effectively.

• Enhance data support operations, pipeline reliability, and team efficiency through ongoing process improvement and innovation.

• Maintain and enforce support procedures, runbooks, and escalation protocols.

• Ensure compliance with IT procedures, quality standards, and data governance requirements.

⛳️ Requirements

• Proven ability in people management and team leadership with a successful history of building and developing high-performing teams.

• Experience with cloud data platforms such as Azure, Databricks, Snowflake, and Denodo, including practical knowledge of data pipeline monitoring and troubleshooting.

• Capability to collaborate across teams and communicate effectively with both technical and non-technical audiences.

• A data-focused mindset with a keen attention to detail and strong analytical problem-solving skills.

• Ability to handle competing priorities in high-pressure situations.

• Comfort with ITSM platforms like ServiceNow, ticketing systems, and modern cloud-based solutions.

• Bachelor's degree in computer science, Information Systems, Data Engineering, or a related technical field (or equivalent work experience).

• 2-5 years of proven experience managing technical support or data operations teams, ideally in an enterprise or CRO setting.

• Hands-on experience with Azure, Databricks, Snowflake, and Denodo.

• Demonstrated experience supporting or working within Medallion Architecture-based Data Lake environments.

• Track record of leading and developing teams of 10 or more technical staff.

• Strong communication, organizational, and problem-solving abilities.

• Relevant cloud platform certifications are preferred, such as Microsoft Azure Data Engineer or Databricks Certified Associate.

• ITIL Foundation certification or equivalent service management qualification is preferred.

• Experience managing L2 support functions, including escalation management and SLA ownership, is preferred.

• Familiarity with GxP or regulated life sciences data environments is preferred.

• Experience with data governance and quality standards in enterprise environments is preferred.

🏝️ Benefits

• Flexibility in how and where employees work.

• Continuous learning opportunities.

• Opportunities to explore career paths and expand skills across clinical research technology and data operations.