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 IQVIAs 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 customerfacing technical guidance while driving continuous improvement in support processes platform resilience and customer experience. The role requires strong technical depth crossteam collaboration and ownership mindset.
Hybrid work model: 13 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 nonproduction and production environments.
Own endtoend incident triage including problem identification impact analysis root cause analysis (RCA) and permanent remediation.
Support QA UAT and production golives including prerelease readiness cutover support and postrelease validation.
Collaborate with Product Engineering DaaS Implementation and Ops teams to diagnose and resolve platform and datarelated issues.
Ensure SLA adherence proactive communication and timely resolution for customerimpacting incidents.
Own endtoend problem resolution coordinating across engineering product QA cloud and operations teams.
Provide application production (warranty) support including golive and postrelease stabilization.

Customer & Stakeholder Engagement
Work closely with customers project managers and internal stakeholders to understand issues clarify requirements and provide technical guidance.
Provide clear customerready 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 postgolive 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 postincident 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 highavailability 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 prerelease 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 selfhealing and operational best practices to reduce recurring issues.
Participate in postincident 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
Bachelors 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 34 years in a senior / lead role.
Strong experience supporting highly available multitenant SaaS platforms.
Deep understanding of production support models incident management and problem management.
Proven ability to work effectively in a fastpaced customerfacing environment.
Strong analytical communication and stakeholdermanagement skills.

Technical Skills
Backend Technologies:
Strong working knowledge of Python (preferably FastAPI) and 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 cloudnative 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

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.