IQVIA™ is the leading human data science company focused on helping healthcare clients find unparalleled insights and better solutions for patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness the power of healthcare data, domain expertise, transformative technology, and advanced analytics to drive healthcare forward.
Job Duties Key components of the responsibilities are as mentioned below: • Responsible in delivering as an SME in day to day operations management across all H&MS areas, ensuring process adherence, timely resolution with optimal quality and as per MS processes without any errors or duplication of efforts • Resolves assigned L3 / L4 tickets • Acts as the Problem Manager or Critical Incident Resolution Manager for H&MS India • Owns critical issues requiring immediate assistance during India business hours • Drives and manages Problem Root cause identification and resolution • Owns technical review, impact assessment and risk assessment of all non-L1 change controls • Owns review, versioning, repository, reusability, optimization and training around all code packages and technical solutions across various customers • Oversees the upskilling/mentoring roadmap for team members - includes problem management, training identification and coaching/mentoring in all ticket tasks, includes all process related areas • Guides technicians in converting L3 issues to L2/L1 • Responsible for envisioning and executing continuous improvement initiatives across various customer systems and technical processes (e.g. bring forth efficiency in monitoring, procedural, mandatory tasks, etc.) • Stage Gate approver for KEDB and H&MS knowledge articles/Knowledge Base • Provide reports and information to internal stakeholders and customers on technological initiatives • Maintain current information about technology standards and compliance regulations and ensures team is adept in latest technological advancements in the industry and applies the learnings in daily H&MS operations • Steers and drives in COE (Center of Excellence) initiatives within the H&MS organization
Essentials • Good exposure in IT Infrastructure and Application Managed Services, handling top tier customers in a techno-functional analyst role • Good understanding of Data center components specifically on Oracle Database Server, Windows Server 2012, Gateway set up with experience on Application Managed Services on applications like SAP, Peoplesoft, Banking applications primarily as a workflow tool • Significant experience in working with multiple Global Teams aligned to singular delivery focus, preferably cross-cultural and multi-functional • Should possess excellent communication skills, inter personal skills, eager to learn, strong leadership skills and people management skills • Translating and executing business requirements of client into IT solutions and designing/architecting as per the solution • Good exposure to IT Infrastructure management tools & technologies e.g. ITSM tools and strong understanding of Incident management, configuration management, Problem Management, Service Requests, Change management, capacity planning and service level monitoring • Should have wide cultural exposure in managing complex customer interactions & ability to drive results in ambiguous situations
Knowledge of following would be added advantage • Pharmaceutical / Life Sciences/ Drug Safety domain and products like Argus / ArisG • Understanding of upcoming technologies in Cloud Computing, Desktop Virtualization, Server Virtualization products & IT security
Making a positive impact on human health takes insight, curiosity, and intellectual courage. It takes brave minds, pushing the boundaries to transform healthcare. Regardless of your role, you will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve outcomes for patients.
Forge a career with greater purpose, make an impact, and never stop learning.