Role Overview :

We are looking for a Technical Lead with 4 to 8+ years of experience in Meridian Application and Production Support within pharmaceutical and manufacturing environments.

Required Skills :

- Expertise in Incident Management, Major Incident Handling (P1/P2), Root Cause Analysis (RCA), SQL troubleshooting, ServiceNow, and AppDynamics.

- Proven track record of leading support operations, managing critical production incidents, mentoring team members, and ensuring SLA compliance.

- Development skills including scripting, VBScript, PowerShell, and SQL.

- Experience managing enterprise applications within GxP-regulated environments.

- Ability to perform detailed troubleshooting and Root Cause Analysis (RCA) for recurring production incidents.

- Proficiency in executing SQL queries for troubleshooting, data validation, and issue resolution.

- Experience monitoring application performance and availability using AppDynamics.

Responsibilities :

- Take charge of user support, bug fixing, and enhancements for an EDM solution based on the Accruent Meridian tool.

- Handle end-user needs and coordinate with the customer HQ team.

- Act as the primary escalation point for critical production incidents and major issues.

- Provide technical leadership for business-critical applications.

- Manage and mentor reportees through technical guidance, KT sessions, and performance support.

- Lead client-facing technical discussions, incident reviews, and service management calls.

- Coordinate cross-functional teams during major incidents to ensure rapid resolution.

- Drive knowledge management and continuous process improvement initiatives.