Senior Specialist Technical Support - Product Data Platform

Merck; India; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Merck in India is seeking a Senior Specialist Technical Support for the Product Data Platform at the Hyderabad Tech Center. The role covers end-to-end support, governance, and data integrity within the enterprise data ecosystem, with a focus on product data mapping, catalog processes, and legacy-to-item data management.

The position follows a hybrid model (3 days onsite, 2 days remote). You will manage incident lifecycles, access controls, release coordination, and work with Product Owners and

Qualifications

• Bachelor's degree in Information Technology, Data Management, Business, or related field, or equivalent experience.
• 7+ years of experience in application support, data platform support, or master data environments.
• Experience with product data, data mapping, or governance environments preferred.

Responsibilities

• Own day-to-day support and maintenance of the Product Data Platform to ensure system stability and availability.
• Manage user roles and access controls, ensuring compliance with governance and security standards.
• Support and maintain product data workflows, mapping processes, and governance flows.
• Manage the full incident lifecycle including logging, categorizing, troubleshooting, coordinating resolution, testing, and deployments.

Skills

Incident management

Root cause analysis

Cross-functional collaboration

Data governance

Troubleshooting

Communication in English

Education

Bachelor's degree in IT / Data Management

Tools

JIRA

ServiceNow

PowerApps

SAP

MDG

Job description

Job Description

Senior Specialist Technical Support - Product Data Platform

The Opportunity

Join a global biopharma company with a 130-year legacy and mission to achieve new milestones in healthcare. Be part of technology driven, data-led organization supporting a diversified portfolio of medicines, vaccines and animal health products. Work alongside passionate teams that use data, analytics and insights to drive decisions, and tackle some of the world's greatest health threats.

Our Technology Centers are globally distributed hubs that enable our digital transformation and business outcomes across IT. They bring together diverse teams to collaborate, share best practices, and deliver solutions that save and improve lives.

This role is based at our Hyderabad Tech Center and follows a hybrid working model (3 days onsite, 2 days remote). Candidates are expected to reside within commuting distance of the Hyderabad office.

Role Overview

The Technical Support role for the Product Data Platform is responsible for the end-to-end support, maintenance, and governance of the platform , enabling product data mapping, product catalogue processes, and legacy-to-item data management within the broader enterprise data ecosystem.

This role ensures stable system operations , manages user access and governance controls , and supports product-related workflows across business and IT domains . It also drives continuous improvement through structured incident management, release coordination, and collaboration with Product Owners and stakeholders.

The role plays a key part in ensuring data integrity, system reliability, and compliance with global data governance .

What will you do in this role

• Own day-to-day support and maintenance of the Product Data Platform to ensure system stability and availability
• Manage user roles and access controls , ensuring compliance with governance and security standards
• Support and maintain product data workflows, mapping processes, and governance flows
• Manage the full incident lifecycle :

Which includes:

• Log, categorize, and prioritize issues
• Perform initial troubleshooting and analysis
• Coordinate resolution with technical teams
• Collaborate with business users and stakeholders to validate issues and confirm requirements
• Coordinate testing and deployment of bug fixes and system enhancements
• Manage release cycles and feature updates in collaboration with Product Owner and business teams
• Provide technical support and guidance to end-users
• Monitor system performance and identify recurring or systemic issues
• Escalate critical issues and risks to Global Technology Product Owner where required
• Maintain support documentation , SOPs, and knowledge repositories
• Ensure data integrity and governance compliance within platform processes
• Drive continuous improvement initiatives to enhance platform usability, efficiency, and data quality
• Strong collaborator , able to work effectively across business and IT teams
• Highly detail-oriented with strong focus on data quality and governance
• Organized and proactive , capable of managing multiple priorities
• Strong technical support mindset with structured troubleshooting approach
• Excellent communication skills , able to translate technical topics into business impact
• Strong problem solver with root cause analysis capability
• Continuous improvement mindset, focusing on efficiency and standardization

Education & Experience

• Bachelor's degree in Information Technology, Data Management, Business , or related field - or equivalent experience
• 7+ years of experience in application support, data platform support, or master data environments
• Experience with product data, data mapping, or governance environments preferred

What should you have

• Hands-on experience with application/platform support and maintenance (PowerApps or similar tools preferred)
• Proven experience in incident management, bug tracking, and structured issue resolution
• Strong understanding of product data, data mapping concepts, and governance frameworks
• Experience working in product data, master data, or product catalogue environments
• Proven ability to collaborate with cross-functional stakeholders (business, IT, product teams)
• Experience with release management and controlled deployment processes
• Strong analytical and problem-solving skills, including root cause analysis
• Ability to manage multiple priorities (incidents, releases, enhancements) simultaneously
• Strong communication skills in English (written and verbal)
• Experience working in a global, distributed support environment

Primary Skills

• Experience with ticketing systems (e.g., JIRA, ServiceNow)
• Familiarity with SAP, MDG, or other product data platforms
• Experience with data governance operating models and support processes
• Exposure to low-code/no-code solutions (e.g., PowerApps)
• Experience maintaining SOPs, support documentation, and knowledge bases
• Ability to define and track operational KPIs (incident SLA, backlog, release suc