About IQVIA
IQVIA is a leading technology company in Life Sciences. Our team is focused on building modern large-scale software products which take advantage of the company s unique data assets.
Designation : Service operations manager
PURPOSE
The Operations and Support Manager is responsible for overseeing the day-to-day support operations across platforms and services, ensuring seamless delivery, incident resolution, and performance tracking. This role demands:
- Strong analytical capabilities to interpret performance metrics and drive continuous improvement.
- Leadership in managing support teams , including mentoring, performance reviews, and resource planning.
- People management skills to lead and inspire cross-functional support teams, foster collaboration, and maintain high team morale.
- Proficiency in BI tools , especially Power BI and Tableau , to build dashboards, monitor KPIs, and generate actionable insights.
- Operational oversight to ensure SLAs are met, incidents are resolved efficiently, and customer satisfaction remains high.
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The ideal candidate will be a proactive leader with a passion for operational excellence and a track record of managing high-performing support teams
RESPONSIBILITIES
- Willingness to work in shifts (24x7) support team including weekends and public holidays. Flexibility and available on phone/email for the team for any off-business hours support.
- Ensure all deliverables are in accordance with SOPs and work instructions, meeting quality and timeline metrics
- Ensure he/she demonstrates the highest standards of accountability by effective communication, reporting, and handling/escalating of all technical and functional issues in a timely manner
- Establish and maintain effective project/stakeholder communication
- Anticipate and identify delivery delays or errors and make sure the customers/stakeholders are advised of progress and actions being taken
- Ensure all Service Level Agreements are honored to required quality and support standards
- Analyze performance of Team activities and documented resolutions, identify problem areas, devise, and deliver solutions to enhance quality of service and to prevent re-occurrence
- Identify areas for improvement and automation in the process
- Share daily/weekly reports with team and stakeholders
Education/Qualifications:
- Any Bachelor s degree B.E, B.Tech, BCA, B.Sc OR Diploma holder or equivalent
- Work experience in a technical support environment with ~8 years of experience.
MANDATORY Requirements:
- BI Reporting and Analysis: Good expertise in Business Intelligence and Reporting tools like PowerBI, Tableau etc.
- Good SQL/PLSQL, Unix knowledge and basic Java scripting knowledge.
- Good Database/ETL knowledge
- Knowledge of ITIL process and ticketing system/tools
- Should have strong analytical and problem-solving ability
- Operational Oversight: Manage L1/L2 support teams across platforms such as MDM, CDH, Informatica, Oracle, and Azure
- Process Governance: Implement SOPs and compliance frameworks to reduce manual errors and improve audit readiness
- Stakeholder Engagement: Liaise with internal teams and clients to ensure timely updates, escalations, and feedback loops
- Team Leadership: Mentor junior staff, lead by example, and serve as a backup to the Operations Director when needed
- Project Support: Contribute to RFPs and client onboarding by defining support models and BI integration strategies
Additional skills/Good to have
- Knowledge on MDM, Reltio MDM
- Knowledge on AWS, Snowflake data warehousing,
- Knowledge on Microsoft Office / Office 365 especially Excel (Macros, Pivots, Worksheets and add-ins)
- Proficient critical thinking, problem solving and decision making
- Passion for innovation
