Manager, Data Aggregation & Distribution L2 Support

IndiaRemoteFull-timemid

OtherManager

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Quick Summary

Overview

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Data Aggregation & Distribution L2 Support based in India.

Technical Tools

OtherManager

This role leads a specialized L2 data support function responsible for maintaining reliable data operations across enterprise cloud platforms. You will manage a team of 14 data support specialists while overseeing the triage, diagnosis, and resolution of complex pipeline, ingestion, and distribution issues. The position combines people leadership with hands-on oversight of data platforms and support operations. You will work closely with data engineering, analytics, platform, and business teams to improve reliability and resolve recurring technical challenges. The role also offers the opportunity to establish support standards, strengthen governance, and drive continuous operational improvement. Working in a fast-paced environment connected to clinical research, you will contribute to data capabilities that support critical, large-scale research activities.

Lead, manage, coach, and develop a team of 14 L2 data support specialists, establishing clear objectives, performance expectations, and development plans.
Oversee the triage, diagnosis, investigation, and resolution of data pipeline, ingestion, and distribution issues, acting as an escalation point for complex technical problems.
Monitor support queues, service levels, and operational metrics to ensure issues are resolved within agreed SLAs.
Collaborate with data engineering, platform, analytics, and business teams to resolve technical issues and identify recurring problems.
Drive continuous improvement initiatives that strengthen data pipeline reliability, support efficiency, and operational performance.
Establish and maintain support procedures, runbooks, escalation processes, and operational standards.
Ensure adherence to IT procedures, data governance requirements, quality standards, and applicable regulatory expectations.
Support reliable operations across Azure, Databricks, Snowflake, Denodo, and Power BI environments.
Identify opportunities to improve team workflows, technical processes, monitoring capabilities, and overall service quality.
Communicate operational status, risks, priorities, and complex technical issues effectively to both technical and non-technical stakeholders.

Requirements

~1 min read

Bachelor's degree in Computer Science, Information Systems, Data Engineering, or a related technical discipline, or equivalent professional experience.
2–5 years of experience managing technical support or data operations teams, preferably within an enterprise or regulated environment.
Demonstrated experience leading and developing teams of 10 or more technical professionals.
Hands-on experience with cloud data platforms, particularly Azure, Databricks, Snowflake, and Denodo.
Experience monitoring and troubleshooting data pipelines and data ingestion or distribution processes.
Proven experience supporting or operating within Medallion Architecture-based data lake environments.
Strong understanding of L2 support operations, escalation management, ticketing workflows, and SLA ownership.
Familiarity with ITSM platforms such as ServiceNow and modern cloud-based support environments.
Strong analytical and problem-solving skills, with excellent attention to detail and the ability to manage competing priorities under pressure.
Excellent written and verbal communication skills, with the ability to work effectively with technical and non-technical stakeholders.
Experience with data governance and enterprise data quality standards is advantageous.
Familiarity with GxP or regulated life sciences data environments is preferred.
Relevant certifications such as Microsoft Azure Data Engineer or Databricks certifications are an advantage.
ITIL Foundation or an equivalent service management certification is preferred.