Job Summary

To be responsible for overseeing the operations of the support team including , ticket tracking and escalations to ensure smooth service delivery.

Key Responsibilities

1. To monitor and track tickets/change requests and manage SLAs.
2. To work towards continuous improvement , perform root cause analysis and act as a point of escalation for complex and high-priority customer issues, ensuring timely resolution and maintaining high levels of customer satisfaction.
3. To prepare and submit status reports for minimizing exposure and risks on the project or closure of escalations
4. To develop and guide the team members in enhancing their technical capabilities and increasing productivity

Skill Requirements

• Must have experience with Veeva Vault eTMF
• Strong knowledge of Vault objects, fields, page layouts, workflows, security, roles, and permissions
• Manage user accounts, groups, profiles, access rights, and licensing
• Perform regular system support and maintenance, including updates, patches, and system health monitoring
• Collaborate with cross-functional teams (TMF Operations, Integration team, and other internal teams) to deliver system solutions
• Support end users by providing system troubleshooting and issue resolution
• Provide support and solutions for integrations between Veeva Vault and other enterprise systems
• Continuously evaluate processes and improve system performance and usability
• Must have migration experience

Other Requirements

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