Manager, Data Aggregation & Distribution L2 Support
About the role
Accountabilities
Lead, manage, coach, and develop a team of 14 L2 data support specialists, establishing clear objectives, performance expectations, and development plans.
Oversee the triage, diagnosis, investigation, and resolution of data pipeline, ingestion, and distribution issues, acting as an escalation point for complex technical problems.
Monitor support queues, service levels, and operational metrics to ensure issues are resolved within agreed SLAs.
Collaborate with data engineering, platform, analytics, and business teams to resolve technical issues and identify recurring problems.
Drive continuous improvement initiatives that strengthen data pipeline reliability, support efficiency, and operational performance.
Establish and maintain support procedures, runbooks, escalation processes, and operational standards.
Ensure adherence to IT procedures, data governance requirements, quality standards, and applicable regulatory expectations.
Support reliable operations across Azure, Databricks, Snowflake, Denodo, and Power BI environments.
Identify opportunities to improve team workflows, technical processes, monitoring capabilities, and overall service quality.
Communicate operational status, risks, priorities, and complex technical issues effectively to both technical and non-technical stakeholders.
Bachelor's degree in Computer Science, Information Systems, Data Engineering, or a related technical discipline, or equivalent professional experience.
2–5 years of experience managing technical support or data operations teams, preferably within an enterprise or regulated environment.
Demonstrated experience leading and developing teams of 10 or more technical professionals.
Hands-on experience with cloud data platforms, particularly Azure, Databricks, Snowflake, and Denodo.
Experience monitoring and troubleshooting data pipelines and data ingestion or distribution processes.
Proven experience supporting or operating within Medallion Architecture-based data lake environments.
Strong understanding of L2 support operations, escalation management, ticketing workflows, and SLA ownership.
Familiarity with ITSM platforms such as ServiceNow and modern cloud-based support environments.
Strong analytical and problem-solving skills, with excellent attention to detail and the ability to manage competing priorities under pressure.
Excellent written and verbal communication skills, with the ability to work effectively with technical and non-technical stakeholders.
Experience with data governance and enterprise data quality standards is advantageous.
Familiarity with GxP or regulated life sciences data environments is preferred.
Relevant certifications such as Microsoft Azure Data Engineer or Databricks certifications are an advantage.
ITIL Foundation or an equivalent service management certification is preferred.
Full-time position based in India with a remote working arrangement.
Opportunity to lead a team of 14 technical data support specialists.
Exposure to enterprise-scale cloud data platforms, including Azure, Databricks, Snowflake, and Denodo.
Opportunity to contribute to data operations supporting clinical research and life sciences.
Collaborative environment involving data engineering, analytics, platform, and business teams.
Opportunities for continuous learning and development across data operations and clinical research technology.
Scope to drive operational improvements, technical standards, data governance, and support excellence.
Potential career development opportunities within a global, growth-oriented environment.
Relevant cloud and service-management certifications may support professional development.
Requirements
Benefits