Senior Support Lead

Job Summary

JOB TITLE Senior Data Governance Center – Collibra SaaS Platform Support Lead LOCATION : Offshore/Onshore OVERVIEW OF THE ROLE As the Senior Data Governance Center – Collibra SaaS Platform Support Lead, you will play a pivotal role in ensuring the reliability, performance, and continuous improvement of the Collibra Data Governance SaaS platform for our Life Sciences and Healthcare clients. You will leverage your expertise in data governance and SaaS technology to support business-critical data initiatives, drive compliance, and enable data-driven decision-making across the organization. Your leadership will be integral to optimizing platform operations and enhancing data governance maturity. DETAILED RESPONSIBILITIES - Lead and oversee the support operations for the Collibra Data Governance SaaS platform, ensuring optimal system performance and user satisfaction. - Manage incident response, problem resolution, and root cause analysis for platform-related issues, ensuring minimal disruption to business operations. - Collaborate with cross-functional teams—including data stewards, business users, and IT stakeholders—to address data governance requirements and platform enhancements. - Coordinate platform upgrades, patch management, and release deployments in accordance with industry and organizational best practices. - Develop and maintain platform documentation, standard operating procedures, and training materials for end users and support teams. - Monitor platform usage, performance metrics, and service level agreements (SLAs) to ensure compliance and drive continuous improvement. - Support user onboarding, access management, and role-based security configurations within the Collibra platform. - Advise on best practices for data governance, data quality, and metadata management using Collibra. - Proactively identify opportunities for automation, process optimization, and innovation within the data governance support function. - Serve as the primary point of contact for escalations and critical incidents related to the Collibra SaaS platform. SKILL REQUIREMENTS - 8+ years of experience in data governance, data management, or IT support roles, with at least 3 years of hands-on experience supporting Collibra Data Governance SaaS platforms. - Deep understanding of data governance frameworks, metadata management, and data quality principles, preferably in the Life Sciences and Healthcare domain. - Strong technical proficiency in SaaS platform administration, cloud computing concepts, and IT service management (ITSM) processes. - Experience with incident management, troubleshooting, and problem-solving within enterprise-grade platforms. - Excellent communication, stakeholder management, and leadership skills. - Proven ability to document processes, create knowledge base articles, and deliver user training. - Familiarity with regulatory requirements and data privacy standards relevant to healthcare and life sciences. - Collibra Ranger or Collibra Certified Professional certification is highly desirable. - Experience with automation tools, scripting (e.g., Python, Shell), or integration with other data management solutions. - Exposure to GxP, HIPAA, or other compliance frameworks in the healthcare or life sciences industry. - Project management or ITIL certification is a plus.

 

Key Responsibilities

1. To act as a point of escalation for complex and high-priority customer issues, ensuring timely resolution.
2. To create the root cause analysis for critical issues and put in place necessary preventive measures to reduce future defects.
3. To collaborate closely with product management, development, and QA teams to provide feedback on product improvements, influence product design, and ensure alignment with customer needs.
4. To provide technical assistance to the team members in resolving customer issues.
5. To drive continuous improvement initiatives for support processes, workflows and Identify opportunities for innovation, automation, and efficiency enhancements.

Skill Requirements

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Other Requirements

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