Lead, Production Support

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 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. 

Data Management and Verification 

• 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 

Client Support 

• 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. 

Authority: 

• The role will have the ability to confer with internal study teams to make decisions regarding the proper process for making data changes and updates. 

• The role will have the authority to recommend compensation for team members for approval by management. 

Accountabilities: 

• Demonstrate efficient and accurate completion of all responsibilities. 

• Ensure all team members are participating in the achievement of Production Support goals and objectives.