Provide hands-on oversight of data processing, production support, incident management, issue triage, release readiness, operational handoffs, and post-release validation.
Maintain an integrated backlog and demand tracker with clear scope, ownership, priority, status, dependencies, target timelines, and escalation needs.
Track and report SLAs, operational KPIs, delivery status, incidents, recurring issues, backlog health, demand, risks, and improvement actions.
Provide the Director and leadership with a clear and transparent view of work in the pipeline, upcoming demand, operational health, capacity needs, and decisions required.
Lead timely escalation of critical incidents, data delays, delivery risks, unresolved dependencies, and capacity constraints.
Work directly with teams to investigate issues, perform root cause analysis, coordinate corrective actions, and confirm sustainable resolution.
Identify and implement automation, monitoring, reconciliation, alerting, and workflow improvements that reduce manual effort and improve reliability.
Bring forward practical ideas and reusable approaches that strengthen operational quality, efficiency, responsiveness, and stakeholder experience.
Therapeutic Area and Team Leadership
Own operational delivery for one or more therapeutic areas and align execution with market, franchise, brand, and launch priorities.
Coordinate the day-to-day work of ICC team members supporting the assigned therapeutic areas, providing direction, prioritization, coaching, and issue-resolution support.
Ensure team responsibilities, coverage, handoffs, and escalation paths are clear and consistently followed.
Build strong working relationships with business stakeholders and develop a practical understanding of therapeutic-area processes, critical data, and downstream impacts.
Support team development by strengthening technical, domain, operational, and stakeholder-management capabilities.
Promote a culture of ownership, responsiveness, transparency, collaboration, and proactive problem-solving.
Operational Governance and Continuous Improvement
Apply the enterprise operating model within assigned therapeutic areas while accommodating market- and franchise-specific needs.
Run regular operational reviews covering SLA performance, delivery commitments, incident trends, backlog, demand, risks, dependencies, and improvement progress.
Ensure operating procedures, runbooks, support documentation, ownership matrices, and escalation protocols remain complete and current.
Develop and maintain dashboards and reports that provide actionable visibility into performance, pipeline, recurring issues, capacity, and improvement actions.
Use operational data, trend analysis, stakeholder feedback, and lessons learned to prioritize automation and process improvements.
Ensure operational readiness for product launches, new data sources, platform changes, business-rule changes, and major releases.
Stakeholder and Partner Management
Partner with therapeutic-area business leaders, data teams, analytics, architecture, governance, source-system teams, platform teams, and operations stakeholders.
Translate business needs and priorities into clear operational requirements, work plans, ownership, and service commitments.
Communicate delivery status, issues, risks, dependencies, and trade-offs clearly to technical and non-technical stakeholders.
Coordinate vendor and delivery-partner execution for assigned therapeutic areas, including staffing, quality, timelines, service performance, and corrective actions.
Escalate material risks and decisions to the Director of Data Execution & Operations with clear context, impact, options, and recommended actions.
Pharma and Life Sciences Responsibilities
Apply pharmaceutical commercial and oncology data knowledge to operational execution, validation, issue investigation, and continuous improvement.
Support customer, patient, product, sales, claims, specialty pharmacy, market access, field activity, and syndicated data operations, as applicable to assigned therapeutic areas.
Ensure sensitive and regulated data is handled with appropriate privacy, security, access, retention, lineage, quality, and audit controls.
Understand therapeutic-area business rules, data frequencies, critical processes, reporting cycles, and service expectations.
Coordinate operational readiness and stabilization activities for product launches and changing business priorities.
Required Qualifications and Skills
10+ years of progressive experience in data operations, data engineering, data delivery, production support, or related technology disciplines, including team or program leadership responsibility.
Proven experience managing day-to-day operations and delivery for complex data programs, portfolios, markets, franchises, or therapeutic areas.
Demonstrated ability to work hands-on with teams to investigate issues, coordinate execution, manage priorities, and drive work through resolution.
Strong experience with SLAs, KPIs, incident management, backlog and demand management, operational reporting, escalation, and continuous improvement.
Experience using automation, monitoring, reconciliation, alerting, and observability to improve operational performance and reduce manual effort.
Working knowledge of modern data platforms, Databricks, cloud technologies, ETL/ELT processes, data pipelines, and production-support practices.
Experience coordinating distributed teams, vendors, stakeholders, dependencies, capacity, and delivery risks.
Strong pharmaceutical or life sciences domain knowledge, preferably across commercial or oncology data ecosystems.
Ability to communicate complex operational issues clearly, influence stakeholders, make sound decisions, and drive accountability.
Bachelor's degree in computer science, engineering, data science, information systems, business, or a related discipline, or equivalent practical experience.
Preferred Qualifications
Master's degree in a relevant technical or business discipline.
Experience working within an India Capability Center or similar global delivery organization.
Experience with Azure, Databricks, data observability, workflow automation, and enterprise data platforms.
Knowledge of pharmaceutical product launches, syndicated data, specialty pharmacy, patient services, sales, claims, and market access operations.
Experience in global, matrixed, Agile, product-oriented, and SLA-driven environments.
Experience developing operational dashboards, service-management reports, and demand or backlog views.
Success in This Role
Delivers stable, reliable, and transparent operations across assigned therapeutic areas.
Provides hands-on leadership and strong day-to-day direction to ICC team members and delivery partners.
Maintains clear visibility into operational performance, backlog, demand, pipeline, risks, dependencies, and capacity needs.
Meets service commitments through disciplined execution, measurable SLAs, timely reporting, and effective escalation.
Reduces manual effort and recurring issues through automation, standardization, and sustainable problem resolution.
Builds trusted partnerships with the Director of Data Execution & Operations and therapeutic-area stakeholders.
Benefits
It is our priority to provide competitive compensation and a benefit package that bridges your personal life with your professional career. Amongst our benefits are:
Competitive Salary + Performance Annual Bonus
Flexible work environment, including hybrid working
Comprehensive Healthcare Insurance Plans for self, spouse, and children
Group Term Life Insurance and Group Accident Insurance programs
Employee Assistance Program
Broad Variety of learning platforms
Diversity, Equity, and Inclusion Programs
Reimbursements – Home Internet & Mobile Phone
Employee Referral Program
Leaves – Paternity Leave (4 Weeks) , Maternity Leave (up to 26 weeks), Bereavement Leave (5 calendar days)
#Li_Hybrid
Locations
IND - Bengaluru
