Service Desk Lead

Service Desk - Lead Location: Coimbatore (In-Office) Shift: 24x7 Rotational Shifts (Includes nights, weekends, and holidays) Experience Level: 4-8 years Upon mastering the product suite, you will lead and drive the Critical Incident Response and Triage (CIRT) function. This is an L1.5 specialized activity where you will perform 4-eyed Quality Control (QC) checks on cases escalating from Tier 1 to Tier 2. This is not a standard Major Incident Management (MIM) role; it requires deep logical reasoning, analytical judgment, and the ability to interface directly with senior client leadership and Medidata managers daily. ## Key Responsibilities CIRT & Incident Triage (L1.5 Support) Execute 4-eyed QC reviews on complex cases escalating from Tier 1 to Tier 2 within the Medidata Clinical Cloud. Apply semi-technical, logical, and analytical thinking to derive conclusions and make high-pressure judgments during critical incidents. Ensure ticket hygiene and perform stringent quality audits across the queue. Leadership & Client Management Lead, manage, and drive the day-to-day operations of the CIRT team. Act as the primary point of contact facing Medidatas managers daily. Own and present operational data, metrics, and CIRT updates on daily scrum-like calls with senior enterprise leaders. Compile and deliver Month-End (MSR) and Weekend (WSR) data reports. Operational Excellence Adapt to a demanding 24x7 environment to ensure uninterrupted support coverage for life-sciences clients. Foster a culture of execution excellence, accountability, and customer-centricity within the team. ## Job Requirements Primary Skills ( Service Desk App Support, Incident Management, Service Desk) 1. Application Support / Service Desk (Expert): Strong experience handling pure application support workflows in a fast-paced environment. 2. Incident Management (Intermediate): Proven track record of handling ticket lifecycles, escalations, and triage. Functional & Technical Skills ( Technology Trends, Data Analysis & Interpretation, Data Analysis and Reporting, ITSM (IT Service Management), Requirements Management) 1. Analytical & Logical Thinking: Ability to synthesize complex application data to make rapid triage decisions (Semi-technical role). 2. ITSM & Reporting: Strong familiarity with IT Service Management tools, data analysis, interpretation, and building executive-facing reports. 3. Rapid Learning Agility: Ability to quickly absorb and become an expert in a vast portfolio of 3040 life-science cloud products. Leadership & Professional Competencies ( Operate with financial acumen, Drive results with accountability, Advance customer centricity, Drive change and innovation, Demonstrate a strategic & enterprise mindset, Drive vision and purpose, Promote engagement, Build trust, collaboration and transparency, Build Collaborative Relations, Execution Excellence, Managing Change, Client Focus, Strategic Orientation, Effective Communication, Innovation.) 1. Effective Communication: Elite verbal and written communication skills suitable for direct interaction with senior global leaders. 2. Drive Results with Accountability: Ability to manage a team's performance, drive change, and maintain high transparency. Client Focus: A deeply customer-centric mindset geared towards maintaining trust with large pharmaceutical clients. Role: Other Industry Type: IT Services & Consulting Department: Other Employment Type: Full Time, Permanent Role Category: Other Education UG: Any Graduate