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...