Ops Support Engineer

Project Role: Ops Support Engineer

Experience: 5-8 Years

Job Location: Bangalore, Pune, Kochi, Gurugram (Hybrid)

Skills: SQL, Data Analysis, Data Quality, Data Management, SOP Solution on Snowflake SQL

Shifts: General/UK Shift

Role Overview

We are looking for a proactive and detail-oriented Production Support Engineer with 5-8 years of experience to support one of our Master Data Management (MDM) and Data Quality program. The role involves managing complex production environments across multiple markets, ensuring data accuracy, pipeline stability, and business continuity. The candidate will play a crucial role in troubleshooting issues in Snowflake, Reltio, and Salesforce CRM integrations, identifying bad records, performing root cause analysis (RCA), and implementing shortterm workarounds. This is a client-facing role that requires strong communication skills, ownership, and the ability to collaborate across technical and business teams.

Key Responsibilities

• Provide production support, ensuring smooth daily operations across multiple country rollouts. • Troubleshoot and resolve incidents related to Data Synchronization, Snowflake SQL queries, data pipelines, and Python scripts.

• Perform Data Quality (DQ) analysis, identify and fix bad records.

• Conduct Root Cause Analysis (RCA) for recurring issues, document findings, and coordinate with development/engineering teams for permanent fixes.

• Design and implement workaround solutions when critical issues arise during data analysis, ensuring Business-As-Usual (BAU) activities continue seamlessly until permanent resolutions are deployed.

• Work closely with stakeholders across MDM (Reltio), CRM (Salesforce/Veeva), Snowflake, and downstream systems to manage data consistency and integrity.

• Provide support for RDM harmonization, DCR workflows, lineage and DQ scorecards, ensuring compliance with Novartis standards.

• Develop automation scripts (SQL/Python) for monitoring, alerting, and reducing manual interventions. (Good to have)

• Collaborate with Implementation leads, and country SMEs to resolve production defects and data quality gaps.

• Communicate effectively with clients and stakeholders, providing timely updates, RCA reports, and preventive measures.

• Monitor the data refresh jobs and take necessary corrective actions in case of any job failures by performing the Root Cause Analysis to fix it permanently.

Required Skills & Experience

• 5-8 years of production support / data analysis experience in large-scale enterprise environments.

• Good understanding of Incident Management, Request Management, Service Operation and Continuous Service Improvement. Strong proficiency in:

• Snowflake SQL and traditional SQL for analysis, debugging, and data validation.

• Basic Python for support utilities, basic automations and remediation scripts.

• Hands-on experience with data quality frameworks, RCA, remediation, and issue triaging.

• Proven experience in creating workarounds and interim solutions to keep BAU running while permanent fixes are in progress.

• Strong analytical mindset with the ability to interpret data issues and propose solutions quickly. • Excellent client handling and communication skills, capable of managing escalations