Managed Services Analyst

Work Mode: Hybrid / APAC Business Hours (Specifically for AU region) From 6 AM to 3:00 PM Location: Bangalore

Job Summary AU Support and Operations team is seeking a customer-focused and analytical Support Analyst to join our Analytical Response Team (ART). The role serves as the primary point of contact for external clients and internal business stakeholders across CLIENT's Australia and New Zealand (AU & NZ) business. The successful candidate will be responsible for managing client queries, coordinating issue resolution across multiple support teams, and ensuring timely delivery of solutions while maintaining a high level of customer satisfaction.

This role requires strong analytical capabilities, stakeholder management skills, and a solid understanding of data-driven support operations.

Responsibilities

• Willingness to work in shifts (AU Business hours) including weekends and public holidays whenever required. Flexibility and available on phone/email for the team for any off-business hours support.
• Act as the first point of contact for external clients, Key Account Managers (KAMs), and internal business stakeholders.
• Monitor and manage shared support mailboxes, ensuring timely acknowledgement and response to client requests.
• Build effective working relationships with clients and internal teams to ensure seamless support delivery
• Maintain professional communication and provide regular updates to stakeholders throughout the issue resolution lifecycle.
• Review, analyse, and triage incoming requests, incidents, and data-related queries.
• Raise support tickets/cases on behalf of clients and ensure accurate documentation of requirements.
• Route requests to the appropriate internal support teams when outside the team's scope.
• Take end-to-end ownership of assigned tickets and act as the central coordinator until resolution.
• Follow up with support teams to ensure SLA commitments are met and client expectations are managed effectively.
• Analyse client requests to identify root causes, potential solutions, and required actions.
• Review datasets, reports, and outputs to identify data-related issues or discrepancies.
• Assist in investigating reporting issues and support data validation activities.
• Develop a strong understanding of CLIENT healthcare datasets and business processes within the AU & NZ market
• Identify recurring issues and recommend process improvements to enhance service quality and efficiency.
• Support documentation and maintenance of standard operating procedures (SOPs), knowledge articles, and process guides.
• Contribute to automation and operational improvement initiatives where possible.
• Participate in team discussions focused on service excellence and customer experience improvement.
• Ensure all deliverables are in accordance with SOPs and work instructions, meeting quality and timeline metrics
• Ensure he/she demonstrates the highest standards of accountability by effective communication, reporting, and handling/escalating of all technical and functional issues in a timely manner
• Establish and maintain effective project/stakeholder communication
• Anticipate and identify delivery delays or errors and make sure the customers/stakeholders are advised of progress and actions being taken
• Ensure all Service Level Agreements are honoured to required quality and support standards
• Share daily/weekly reports with team and stakeholders

Education/Qualifications

• Bachelor's Degree in Life Sciences, Pharmacy, Information Technology, or a related field.
• Work experience in a client facing environment with 2-3 years of experience.

Technical Skills Required

• Strong proficiency in Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, formulas, data analysis).
• Basic understanding of SQL for data extraction and validation activities.
• Ability to review and interpret datasets and reports.
• Familiarity with ticketing and case management systems.
• Experience working with Outlook, Microsoft Office Suite, and collaboration tools

Functional Skills

• Strong analytical and problem-solving skills.
• Ability to understand business requirements and translate them into actionable support activities.
• Knowledge of customer support processes, incident management, and service operations.
• Excellent attention to detail and organizational skills.

Communication & Stakeholder Management

• Strong verbal and written communication skills.
• Ability to interact confidently with clients, Key Account Managers, and cross-functional teams.
• Demonstrated capability to manage multiple stakeholders and priorities simultaneously.
• Customer-centric mindset with a focus on delivering high-quality service.

Preferred Qualifications

• Exposure to healthcare, pharmaceutical, syndicated data, or market research industries.
• Experience supporting client-facing operations or service delivery functions.
• Understanding of SLA-driven support environments.
• Knowledge of reporting tools and data management processes.

Experience - 2 to 3 Year