Title: Sr. Manager - Platform Support Specialist
Bangalore, KA, IN
Job Description
We are a technology-led healthcare solutions provider. We are driven by our purpose to enable healthcare organizations to be future-ready. We offer accelerated, global growth opportunities for talent that’s bold, industrious, and nimble. With Indegene, you gain a unique career experience that celebrates entrepreneurship and is guided by passion, innovation, collaboration, and empathy. To explore exciting opportunities at the convergence of healthcare and technology, check out www.careers.indegene.com
Looking to jump-start your career?
We understand how important the first few years of your career are, which create the foundation of your entire professional journey. At Indegene, we promise you a differentiated career experience. You will not only work at the exciting intersection of healthcare and technology but also will be mentored by some of the most brilliant minds in the industry. We are offering a global fast-track career where you can grow along with Indegene’s high-speed growth.
We are purpose-driven. We enable healthcare organizations to be future ready and our customer obsession is our driving force. We ensure that our customers achieve what they truly want. We are bold in our actions, nimble in our decision-making, and industrious in the way we work.
If this excites you, then apply below.
Role: Sr. Manager/Platform Support Specialist – Strategic Platforms
Description:
Key Responsibilities:
• Client Engagement & Value Proposition Design
• Collaborate with Sales, Product, and Delivery teams to define and pitch compelling support service offerings in RFP/RFI responses.
• Platform Support Strategy & Execution
• Define and execute platform support workflows, SLAs, KPIs, and governance models, ensuring smooth transitions and operational excellence.
• Support Team Leadership
• Lead a cross-functional global support team, fostering collaboration and mentoring team members across onshore/offshore models.
• Knowledge Management & SOP Development
• Create and maintain detailed SOPs, runbooks, and scalable knowledge management systems for all supported platforms.
• Escalation Management
• Serve as the SME for platform-related incidents, ensuring timely and effective resolution of escalations through ITIL practices.
• Automation & Innovation Enablement
• Identify use cases for automation and GenAI-based solutions to enhance support processes, reduce MTTR, and personalize user experiences.
• Training & Certification Programs
• Design and manage training programs, certification initiatives, and ongoing upskilling for support personnel across platforms.
• Tool & Platform Enablement
• Manage integrations and operations across CRM, CMS, DAMS, CDP, MAP, and Consent platforms using tools like Salesforce, Veeva, AEM, etc.
• Compliance & Regulatory Oversight
• Ensure platform support complies with industry standards and regulations such as GxP, 21 CFR Part 11, and company audit requirements.
• Performance Metrics & Reporting
• Track and report key support metrics (e.g., CSAT, MTTR, ticket volume) to stakeholders, enabling data-driven decisions and risk mitigation.
Must Have
• Enterprise Platform Expertise - Deep understanding of CRM, CMS, DAMS, MAP, CDP, and consent platforms such as Salesforce, Veeva, AEM, Marketo, Tealium, and OneTrust.
• Client-Facing Communication - Strong ability to articulate platform value propositions, lead client discussions, and contribute to commercial engagements.
• ITIL & Service Management - Hands-on experience with ITIL-based service management frameworks and tools such as ServiceNow and JIRA.
• Leadership & Team Management - Proven experience in leading and scaling global support teams, managing vendor relationships, and ensuring team performance.
• Process Design & Optimization - Ability to design scalable workflows, define SLAs, and optimize operations through continuous improvement initiatives.
• Automation & GenAI Awareness - Knowledge of GenAI applications and automation tools (e.g., Workato, MuleSoft) to drive efficiency and intelligent support.
• Compliance & Regulatory Acumen - Understanding of regulated environments with knowledge of GxP, 21 CFR Part 11, and audit practices.
• Training & Enablement Programs - Experience in structuring onboarding, skill enhancement, and certification frameworks for platform support teams.
• Analytical & Reporting Skills - Ability to interpret support data, generate performance reports, and provide insights for strategic decisions.
• Certifications & Platform Credentials - Salesforce Admin, Veeva certifications (preferred), or equivalent credentials showcasing platform proficiency.
Good to have
EQUAL OPPORTUNITY
Indegene is proud to be an Equal Employment Employer and is committed to the culture of Inclusion and Diversity. We do not discriminate on the basis of race, religion, sex, colour, age, national origin, pregnancy, sexual orientation, physical ability, or any other characteristics. All employment decisions, from hiring to separation, will be based on business requirements, the candidate’s merit and qualification. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristics.