Product Support Technical Advisor II

Responsibilities

• Provide Tier 3 application and integration support for high-impact, complex incidents across global enterprise applications
• Perform deep root cause analysis (RCA) by collecting evidence, identifying patterns, and documenting technical findings
• Act as an escalation point for Tier 2 support, providing technical direction and interim workarounds to reduce business disruption
• Lead bridge calls for major incidents and coordinate real-time troubleshooting with SMEs, engineering, and infrastructure teams
• Manage production recovery procedures, including data resubmissions, reprocessing, and validation checks
• Support change and release management by assessing operational risks and leading post-release validation
• Drive knowledge management by creating and updating SOPs, known error articles, and troubleshooting playbooks
• Monitor ticket queues to ensure proper triage, prioritization, and adherence to SLA standards

Requirements

• Bachelor's degree in Computer Science or equivalent, or 6-10 years of relevant experience
• Proven experience in Product or Application support at a Tier 3 level
• Proficiency with Azure, AWS, IIS, Oracle, .NET, Unix, SQL, and Windows Server
• Strong understanding of the ITIL framework, specifically Incident, Problem, and Change Management
• Ability to work in a 24x7 rotational shift environment, including nights and weekends
• Excellent analytical, problem-solving, and communication skills

Preferred Qualifications

• Knowledge of the clinical trial or pharmaceutical domain
• Working knowledge of software development processes and methodologies
• Experience with scripting, automation, and AI tools
• Strong customer-facing presentation and process documentation skills

About the Company

IQVIA is a leading global provider of clinical research services, commercial insights, and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide.