Job Summary
"Overview of the Role The SAS (Statistical Analysis Software) Platform Support Specialist plays a critical role in ensuring the stability, reliability, and performance of SAS environments that underpin essential data analytics and business intelligence initiatives within the Life Sciences and Healthcare sector. The role involves managing, supporting, and optimizing the SAS platform to enable data-driven decision-making, compliance, and operational efficiency, directly impacting the company’s ability to deliver innovative healthcare solutions. Detailed Responsibilities Serve as the primary onsite point of contact for business stakeholders, IT teams, and vendors for all SAS production support activities. Provide operational oversight and governance for SAS platforms and analytics applications across Development, Test, UAT, and Production environments. Coordinate with offshore support teams to ensure timely resolution of incidents, service requests, and production issues within agreed SLAs. Oversee the administration, monitoring, and maintenance of SAS environments, ensuring high availability, performance, security, and business continuity. Drive incident management activities, including stakeholder communications, escalation management, impact assessments, and service restoration coordination. Facilitate troubleshooting of complex SAS platform, application, batch processing, integration, and performance issues by collaborating with support, infrastructure, database, and vendor teams. Coordinate and govern platform upgrades, patch deployments, environment changes, release activities, and production implementations. Review and prioritize enhancement requests, platform improvements, and operational initiatives based on business requirements. Monitor platform health, SAS Grid workloads, reporting services, batch jobs, and operational KPIs to proactively identify risks and improvement opportunities. Lead Root Cause Analysis (RCA) discussions and ensure implementation of corrective and preventive actions for recurring production issues. Manage user access reviews, security governance, audit compliance activities, and regulatory requirements in alignment with organizational policies. Coordinate disaster recovery activities, backup validation, business continuity planning, and operational readiness reviews. Collaborate with business stakeholders, analytics teams, infrastructure teams, database administrators, security teams, and external vendors to ensure seamless service delivery. Ensure platform documentation, operational procedures, runbooks, support guides, and knowledge repositories are maintained and regularly updated. Track service performance metrics, incident trends, risks, and operational health, providing regular reports to leadership and stakeholders. Drive continuous service improvement initiatives, automation opportunities, operational efficiency programs, and support process standardization. Support governance meetings, CAB reviews, audit reviews, and leadership discussions related to platform operations and service delivery. Ensure compliance with Life Sciences, Healthcare, data privacy, security, and regulatory requirements applicable to SAS environments. Provide leadership, coordination, and guidance to offshore support teams to ensure consistent support quality and knowledge management. Act as a trusted advisor to business users by aligning SAS platform services with business objectives, reporting needs, and analytics strategy. Skill Requirements SAS Platform Administration SAS Grid Computing SAS Studio & Enterprise Guide SAS Visual Analytics SAS Installation, Upgrades & Patching Linux / Windows Administration Oracle, SQL Server, PostgreSQL Application & Platform Monitoring Performance Tuning & Capacity Planning Backup & Disaster Recovery I
Key Responsibilities
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