Senior Specialist Technical Support – Product Data Platform

Job description

Job Description Senior Specialist Technical Support – Product Data Platform The Opportunity Join a global biopharma company with a 130-year legacy and mission to achieve new milestones in healthcare. Be part of technology driven, data-led organization supporting a diversified portfolio of medicines, vaccines and animal health products. Work alongside passionate teams that use data, analytics and insights to drive decisions, and tackle some of the world’s greatest health threats. Our Technology Centers are globally distributed hubs that enable our digital transformation and business outcomes across IT. They bring together diverse teams to collaborate, share best practices, and deliver solutions that save and improve lives. This role is based at our Hyderabad Tech Center and follows a hybrid working model (3 days onsite, 2 days remote). Candidates are expected to reside within commuting distance of the Hyderabad office. Role Overview The Technical Support role for the Product Data Platform is responsible for the end-to-end support, maintenance, and governance of the platform, enabling product data mapping, product catalogue processes, and legacy-to-item data management within the broader enterprise data ecosystem. This role ensures stable system operations, manages user access and governance controls, and supports product-related workflows across business and IT domains. It also drives continuous improvement through structured incident management, release coordination, and collaboration with Product Owners and stakeholders. The role plays a key part in ensuring data integrity, system reliability, and compliance with global data governance . What will you do in this role Own day-to-day support and maintenance of the Product Data Platform to ensure system stability and availability Manage user roles and access controls, ensuring compliance with governance and security standards Support and maintain product data workflows, mapping processes, and governance flows Manage the full incident lifecycle: Log, categorize, and prioritize issues Perform initial troubleshooting and analysis Coordinate resolution with technical teams Collaborate with business users and stakeholders to validate issues and confirm requirements Coordinate testing and deployment of bug fixes and system enhancements Manage release cycles and feature updates in collaboration with Product Owner and business teams Provide technical support and guidance to end-users Monitor system performance and identify recurring or systemic issues Escalate critical issues and risks to Global Technology Product Owner where required Maintain support documentation, SOPs, and knowledge repositories Ensure data integrity and governance compliance within platform processes Drive continuous improvement initiatives to enhance platform usability, efficiency, and data quality Strong collaborator, able to work effectively across business and IT teams Highly detail-oriented with strong focus on data quality and governance Organized and proactive, capable of managing multiple priorities Strong technical support mindset with structured troubleshooting approach Excellent communication skills, able to translate technical topics into business impact Strong problem solver with root cause analysis capability Continuous improvement mindset, focusing on efficiency and standardization What should you have Hands-on experience with application/platform support and maintenance (PowerApps or similar tools preferred) Proven experience in incident management, bug tracking, and structured issue resolution Strong understanding of product data, data mapping concepts, and governance frameworks Experience working in product data, master data, or product catalogue environments Proven ability to collaborate with cross-functional stakeholders (business, IT, product teams) Experience with release management and controlled deployment processes Strong analytical and problem-solving skills, including root cause analysis Ability to manage multiple priorities (incidents, releases, enhancements) simultaneously Strong communication skills in English (written and verbal) Experience working in a global, distributed support environment. Education & Experience Bachelor’s degree in information technology, Data Management, Business, or related field — or equivalent experience 7+ years of experience in application support, data platform support, or master data environments Experience with product data, data mapping, or governance environments preferred Primary Skills Experience with ticketing systems (e.g., JIRA, ServiceNow) Familiarity with SAP, MDG, or other product data platforms Experience with data governance operating models and support processes Exposure to low-code/no-code solutions (e.g., PowerApps) Experience maintaining SOPs, support documentation, and knowledge bases Ability to define and track operational KPIs (incident SLA, backlog, release success) Who we are We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world. What we look for Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today. Required Skills: Asset Management, Benefits Management, Business Initiatives, Computer Science, Data Governance, Data Management, Global Team Collaboration, Management System Development, Master Data Management (MDM), Product Management, Requirements Management, SAP Master Data Management, SAP Systems Integration, Stakeholder Engagement, Stakeholder Relationship Management, Strategic Planning, System Designs, Tactical Execution, Team Orientation Preferred Skills: Current Employees apply HERE Current Contingent Workers apply HERE Secondary Language(s) Job Description: #MSDHYDIT Search Firm Representatives Please Read Carefully Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. Employee Status: Regular Relocation: Domestic VISA Sponsorship: No Travel Requirements: No Travel Required Flexible Work Arrangements: Not Applicable Shift: Not Indicated Valid Driving License: No Hazardous Material(s): n/a Job Posting End Date: 08/20/2026*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.