Responsibilities

Supervisory

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.

Escalation and Consultation

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...