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Sr Product Sppt Tech Advisor

IQVIA
Karnataka, IND
Full-time
Senior
Hybrid
Discovered 4 weeks ago
SCION Delivery PlatformSaaS platform supportIncident managementProblem managementRoot-cause analysisPython

Full Job Posting

Role overview

The Senior Product Support Technical Advisor supports IQVIA’s SCION Delivery Platform (SDP), helping maintain platform stability, reliability, and customer success.

The role is a technical escalation point across Product Support, Platform Engineering, DaaS, and Operations.

The description specifies a hybrid model with 1–3 days per week from the Bengaluru office.

Platform and product support

  • Advise on complex SDP issues across production and non-production environments; own triage, impact analysis, root-cause analysis, and permanent remediation.
  • Support QA, UAT, production go-lives, release readiness, cutovers, post-release validation, and stabilization.
  • Coordinate with Product, Engineering, DaaS Implementation, and Operations to resolve platform and data issues.
  • Ensure SLA adherence, customer communication, and timely resolution of customer-impacting incidents.
  • Provide technical guidance to customers during onboarding, UAT, and post-go-live phases.

Operations and reliability

  • Track incidents, service requests, and problem tickets through closure; improve support processes, SOPs, and triage models.
  • Lead post-incident reviews and RCA documentation with actionable remediation items.
  • Work with platform and engineering teams to improve monitoring, alerting, observability, backup, recovery, and high availability.
  • Identify automation opportunities and contribute to patching, upgrades, vulnerability remediation, and platform security.
  • Analyze application behavior, logs, metrics, and database interactions to troubleshoot performance, reliability, and scalability issues.
  • Contribute to runbooks and knowledge articles and improve incident response.

Required qualifications

  • Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
  • 8+ years in product support, platform support, or SaaS operations, including 3–4 years in a senior or lead role.
  • Strong experience supporting highly available, multi-tenant SaaS platforms and deep understanding of production support, incident management, and problem management.
  • Ability to work in a fast-paced, customer-facing environment; strong analytical, communication, and stakeholder-management skills.

Technical skills

  • Strong working knowledge of Python, preferably FastAPI, and Node.js, with ability to debug production issues.
  • The description lists proficiency in SQL and NoSQL databases; the supplied text cuts off during this technical-skills section.
  • The role involves troubleshooting microservices, APIs, databases, and cloud infrastructure.

Workplace

  • Hybrid work model: 1–3 days per week from the Bengaluru office.

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