• Manage Incident and Problem ITIL processes. • Take actions to identify opportunities to improve process controls and simplify process. • Track the technology incidents across the organization and drive reduction in incident counts by adopting reactive and proactive approaches. • Ensure right severity classification of incidents, appropriate comms to technology and business stakeholders and drive the faster resolution of the incidents. • Work with CXCG- Customer Experience, Command center and Service desk to identify the customers’ and employees’ issues proactively and drive improvements. • Define process KPIs and develop MIS dashboards working with MIS team and will drive thematic service improvements based on the KPIs trends. • Drive effective problem management practices to address root cause and contributory causes of the incidents. • Provide team with the objectives of department’s goals aligned to company’s strategic direction. • Provide necessary support to team in achieving the targets and meeting their learning & development needs.

• Own end-to-end clinical trial pharmacovigilance activities for Sponsor studies; serve as the operational backbone of the safety function • Provide active Sponsor oversight of CRO pharmacovigilance activities, including compliance, quality, and performance metrics • Lead or contribute to DSURs, IND Annual Reports, safety narratives, and line listings • Aggregate, review, and analyze safety data across studies to identify trends and emerging safety signals • Prepare integrated safety summaries and materials for safety review meetings and signal detection discussions • Maintain continuous inspection readiness for FDA and global health authority inspections • Coordinate literature surveillance, collaborate with biostatistics, and support cross-functional safety evaluations • Liaise with Clinical Operations, Medical Affairs, Regulatory Affairs, Data Management, and CRO partners

• Model the end to end flow by maintain connection points (Bookings > Backlog > Revenue Burn > Revenue Forecast) with clear driver logic and traceability • Own monthly variance drivers, focusing on Backlog Burn Rates, Book-to-Bill, start-date shifts, utilization changes, and mix impacts, and update forward assumptions with detailed rationale • Translate demand into capacity by converting forecasted revenue/burn into role-based supply needs • Provide insights into Billable vs. Productive Utilization, identify bench pockets and bottlenecks, and recommend rebalancing, redeployments, skills alignment, subcontractor usage before hiring • Build controls for data quality checks, reconciliation to finance actuals, and a transparent change log of assumptions and driver updates • Produce a consistent, executive-ready output (metrics, drivers, narrative, risks, recommended actions)

• Ensure every project has clear ownership, sensible resourcing, and a workable delivery plan • Match work to the right mix of internal team members and external freelancers, using judgement rather than rigid rules • Build and maintain a reliable pool of freelancers and collaborators • Spot delivery risks early and help teams get back on track before problems escalate • Reduce rework and friction by improving how projects are set up, scoped, and run • Capture delivery lessons and help the team continuously improve • Work closely with senior managers to problem-solve, prioritise, and keep work flowing