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Lead, Production Support

Endpoint Clinical· Service – 472 COGS - Customer Support
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RemoteF - Full TimePosted 7mo ago

About the role

Lead role supervising a Production Support team, managing day-to-day operations, scheduling, triaging issues, data changes and verifications, with interaction across internal study teams, external end users and sponsors. Remote position based in India.

Responsibilities

  • Act as a contact for department management regarding critical issues and special client considerations.
  • Provide overall direction and guidance to the Production Support team on a day-to-day basis
  • Champion and expert to the PSA team, providing advice and solutions.
  • Assume responsibility for their team performance and adherence to SLAs.
  • Assist department management in overall Production Support activities.
  • Ultimately responsible for any issues or problems within the team and make sure they are dealt with appropriately.
  • Performance management including reviews and conduct regular meetings with direct reports.
  • Maintains in-depth knowledge of study functionality to ensure data changes do not impact system integrity and functionality.
  • Serve as a point of escalation for support issues requiring additional research or troubleshooting when senior PSA unavailable
  • Perform ticket quality reviews to ensure adherence to quality standards
  • Draft, modify and execute SQL Data Scripts for viewing project data and system configuration
  • Suggest ways to mitigate risk from high-risk data changes.
  • Draft and Execute SQL Data Scripts and Queries for database updates and reporting
  • Verifies data changes by using SQL scripts and ensures database updates are made in the spirit of the original request
  • Create knowledgebase training articles and review articles created by PSAs
  • Develop new and existing tools to improve efficiency and client satisfaction
  • Provides support, training, and development opportunities to the team.
  • Reviews change requests for clarity, completeness, and impact.
  • Manages and continuously updates Production Support best practices.
  • Suggest and implements improvements to current processes
  • Organize own workspace and deadlines to ensure timely completion of tasks.
  • Perform other duties as required.
  • This position will require weekend and holiday coverage.

Qualifications

  • 10+ years’ experience in a user-facing role, with an emphasis on providing trouble-shooting assistance and technical support via the phone and email
  • 3-4+ years of experience in clinical trials industry
  • Support management experience preferred
  • Proven experience and expertise in SQL scripts, as well as creating complex queries and stored procedures
  • Previous experience working in a fast-paced, support-oriented environment
  • Advanced knowledge of Microsoft Office applications (Outlook, Word, Excel, Visio, PowerPoint) and SQL

Skills

Required:Leadership and mentoringGoal setting and follow-throughMulti-tasking in deadline-focused environmentProblem solving and independent decision makingTroubleshooting with minimal supervisionCommunication and interpersonal skillsQuality and attention to detailOrganization and time management
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Endpoint Clinical

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