Sr. Manager - Platform Support Specialist

As a Sr. Manager/Platform Support Specialist at Indegene, you will play a crucial role in ensuring the seamless operation of strategic platforms by engaging with clients, defining support strategies, and leading a global support team. Your responsibilities will include collaborating with various teams to design compelling support offerings, developing and executing platform support workflows, and ensuring operational excellence through the implementation of SLAs and KPIs. One of your key duties will be to lead a cross-functional support team, providing guidance and mentorship across different models. You will also be responsible for creating and maintaining detailed SOPs, runbooks, and knowledge management systems for all supported platforms. In addition, you will serve as the subject matter expert for platform-related incidents, ensuring timely resolutions through ITIL practices. Furthermore, you will identify opportunities for automation and innovation to enhance support processes and improve user experiences. Your role will involve designing and managing training programs, certification initiatives, and upskilling activities for support personnel across various platforms. You will also oversee integrations and operations across CRM, CMS, DAMS, CDP, MAP, and Consent platforms using tools like Salesforce, Veeva, and AEM. It is essential that you possess deep expertise in enterprise platforms such as CRM, CMS, DAMS, MAP, and consent platforms. Strong client-facing communication skills, experience with ITIL-based service management frameworks, and a proven track record in team leadership and management are also required. Additionally, you should have a solid understanding of compliance standards and regulatory requirements in regulated environments. If you are passionate about driving innovation, collaborating with diverse teams, and ensuring the highest level of support for strategic platforms, we encourage you to apply for this exciting opportunity at Indegene. Join us in our mission to enable healthcare organizations to be future-ready and make a meaningful impact in the healthcare and technology industry.,