Manager Tech Operations and Support

Overview

Offshore Delivery Manager leading the Technology Operations (Tech Ops) portfolio for a US-based Pharma client, covering Power BI reporting operations, Databricks-driven data operations, and Field Alerts from the India offshore center.

What you'll do

• Own and drive the complete Tech Ops delivery portfolio covering Reporting, Data Operations, Field Alerts, and supporting data processes.
• Act as the key offshore point of contact for the client, ensuring seamless coordination, proactive communication, and delivery governance.
• Oversee SLA management, quality assurance, and operational efficiency across multiple workstreams.
• Lead governance reviews, status reporting, and drive continuous improvement initiatives.
• Manage offshore Power BI reporting operations, including report refreshes, data validations, and publishing workflows.
• Oversee data quality checks, workspace governance, and access management.
• Collaborate with onshore business and analytics teams to address issues, prioritize enhancements, and drive adoption.
• Maintain documentation, process standardization, and control adherence for reporting operations.
• Oversee Databricks-based data pipelines supporting daily data processing and transformation activities.
• Govern operational workflows, job monitoring, failure recovery, and performance optimization.
• Drive automation opportunities to reduce manual intervention and enhance stability.
• Ensure adherence to change management and release processes for all data operations.
• Manage delivery of automated field alerts that provide actionable insights to field and commercial teams.
• Govern alerting logic and data pipelines, whether rule-based or AI/ML-driven, ensuring accuracy, relevance, and timeliness.
• Collaborate with analytics, data science, and CRM integration teams to maintain end-to-end operational reliability.
• Lead a multi-skilled offshore Tech Ops team comprising data engineers, analysts, and operations specialists.
• Collaborate closely with onshore delivery leads and client stakeholders for planning, prioritization, and impact assessment.
• Foster a culture of accountability, operational excellence, and continuous improvement.
• Manage resourcing, performance reviews, and knowledge transition activities.

What you'll need

• Total experience of 10–15 years, with at least 3+ years in delivery management or Tech Ops leadership.
• Domain expertise in Pharma / Life Sciences.
• Technical expertise in Power BI: reporting operations, governance, and usage monitoring.
• Technical expertise in Databricks: orchestration, data pipeline operations, and optimization.
• SQL and data management fundamentals.
• Proven track record managing 10–20 member offshore teams.
• Strong background in SLA-based delivery and incident/change management.
• Experience serving as client-facing delivery POC from an offshore setup.
• Excellent stakeholder communication, presentation, and escalation management.
• Strong analytical mindset and ability to align operations to business outcomes.
• Leadership presence with focus on stability, quality, and service excellence.

Nice to have

• Exposure to commercial, field, or medical operations in Pharma / Life Sciences.
• Familiarity with machine learning–driven field alerts and integration with CRM systems (e.g., Veeva, Salesforce).
• Experience with data mastering or stewardship tools (Informatica MDM, Reltio, Veeva Network, etc.).
• Understanding of Agile delivery and DevOps practices in data environments.
• Support master data operations, including entity validation, enrichment, and quality governance (e.g., HCP/HCO, Product, Territory data).
• Partner with data governance teams to maintain consistency across downstream systems.

Details

• Location: Bengaluru, India (IND - Bengaluru).
• Full-time, regular employee.
• Flexible work environment, including hybrid working.