Endpoint Clinical logo
Endpoint Clinical

Interactive Response Technology (IRT) systems and solutions provider supporting the life sciences industry.

Lead, Production Support

GeneralGeneralFull TimeRemoteSeniorTeam 501-1,000H1B SponsorCompany SiteLinkedIn

Location

India

Posted

2 days ago

Salary

0

Seniority

Senior

Bachelor Degree10 yrs expEnglishSQL

Job Description

Lead, Production Support

Endpoint Clinical

• The Lead will supervise a team within Production Support and manage all aspects of the day-to-day operations of the team, including scheduling and assigning tasks, triaging critical issues, data changes, and verifications. • The person in this role will work independently with minimal guidance from management, and will guide and mentor junior staff. • The role requires interaction with internal study teams and other functional groups. • The role also requires interaction with external end users and sponsors and may serve as a 3rd tier of issue escalation.

Job Requirements

  • 10+ years’ experience in a user-facing role, with an emphasis on providing trouble-shooting assistance and technical support via the phone and email
  • 3-4+ years of experience in clinical trials industry.
  • Support management experience preferred.
  • Proven experience and expertise in SQL scripts, as well as creating complex queries and stored procedures.
  • Previous experience working in a fast-paced, support-oriented environment.
  • Advanced knowledge of Microsoft Office applications (Outlook, Word, Excel, Visio, PowerPoint) and SQL.

Benefits

  • This position will require weekend and holiday coverage.
  • Provides support, training, and development opportunities to the team.
  • Develop new and existing tools to improve efficiency and client satisfaction.
  • Create knowledgebase training articles and review articles created by PSAs.
  • Suggest and implements improvements to current processes.
  • Organize own workspace and deadlines to ensure timely completion of tasks.
  • Performance management including reviews and conduct regular meetings with direct reports.
  • Assist department management in overall Production Support activities.
  • Ultimately responsible for any issues or problems within the team and make sure they are dealt with appropriately.
  • Ensure all team members are participating in the achievement of Production Support goals and objectives.

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