Job Description

Sr. Spclst , Product Operation Lead

The Opportunity

- Based in Hyderabad, join a global healthcare biopharma company and be part of a 130- year legacy of success backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.
- Be part of an organisation driven by digital technology and data-backed approaches that support a diversified portfolio of prescription medicines, vaccines, and animal health products.
- Drive innovation and execution excellence. Be a part of a team with passion for using data, analytics, and insights to drive decision-making, and which creates custom software, allowing us to tackle some of the worlds greatest health threats.

Our Technology Centers focus on creating a space where teams can come together to deliver business solutions that save and improve lives. An integral part of our companys IT operating model, Tech Centers are globally distributed locations where each IT division has employees to enable our digital transformation journey and drive business outcomes. These locations, in addition to the other sites, are essential to supporting our business and strategy.

A focused group of leaders in each Tech Center helps to ensure we can manage and improve each location, from investing in growth, success, and well-being of our people, to making sure colleagues from each IT division feel a sense of belonging to managing critical emergencies. And together, we must leverage the strength of our team to collaborate globally to optimize connections and share best practices across the Tech Centers.

Role Overview

We are seeking a Product Operations Lead to join a cross-functional product team within the Manufacturing Value Team in Hyderabad. This is a hands-on, individual contributor role where you will serve as the primary point of coordination across L1, L2, and L3 support, ensuring service stability, effective incident response, and smooth production operations through close collaboration with Product Owner, business stakeholders, and partner IT teams.

As a Product Operations Lead, you will own and drive Incident Management, Problem Management, and Change Enablement,



ensuring services meet agreed SLAs/SLOs and operational standards. You will lead through technical expertise and process ownership and play an active role in improving support processes and overall operational maturity.

What will you do in this role

Drive continuous improvement in service reliability, including reduction of MTTR, incident volume, and repeat issues

Ensure effective monitoring, alerting, and observability are in place to proactively detect and prevent incidents

Partner with engineering teams to automate operational processes, improve deployment stability, and enhance runbooks

Support a DevOps culture by enabling shift-left practices and shared ownership of production systems

Serve as the primary operational liaison with internal IT teams and business stakeholders, proactively communicating risks, upcoming changes, and support impacts

Monitor and review operational performance (incident trends, escalations, SLAs/SLOs), and lead regular operational reviews with stakeholders to identify risks and improvement initiatives

Coordinate operational readiness for releases and changes, participating in Change Enablement activities such as risk assessment, deployment planning, and post change validation

Lead Major Incident Management, including incident bridges/war rooms, cross tier coordination across L1/L2/L3, ownership assignment, and timely, accurate stakeholder communications

Ensure effective incident lifecycle management, including proper classification, documentation, closure, and handoff to Problem Management where required.

Own and drive Problem Management for recurring or high-impact incidents, ensuring thorough root cause analysis and implementation of preventive actions

Mentor engineers and support staff on incident handling, operational best practices, and service ownership

What you should have :





Bachelor s degree in Computer Science, Information Technology, Engineering or a related discipline

At least 8-10 years of overall IT experience with significant hands-on experience in application or production support for business-critical systems

Required Skills Experience

Primary Skills (Mandatory)

Production Support

Operation experience with team handling experience

L1/L2/L3 support

Solid understanding of application architectures (web, APIs, integrations)

Monitoring and observability tools

Secondary Skills (Positive to have not mandatory)

CI/CD

Pharma/Life science/Healthcare industry

Proven experience acting as a lead or senior support engineer, coordinating across L1/L2/L3 support teams in a production environment

Strong collaboration, communication, and problem-solving skills, with the ability to work effectively across teams

Strong experience driving Problem Management, including root cause analysis, corrective/preventive actions, and reducing repeat incidents

Hands on experience supporting Change Enablement, including risk assessment, deployment readiness, and post change validation to ensure production stability

Demonstrated ability to coordinate across product, engineering, support, vendors, and business stakeholders, influencing outcomes without direct people management authority

Solid understanding of application architectures (web, APIs, integrations) and experience troubleshooting issues across application, platform, and infrastructure layers

Experience with monitoring and observability tools

Familiarity with CI/CD pipelines and release management practices in DevOps environments

Success in this role will be measured by:

Reduction in MTTR and incident volume

Improvement in SLA/SLO adherence

Reduction in repeat/root-cause incidents

Smooth, low-risk production releases

Increased operational maturity and automation

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Senior Specialist, Product Operation Lead (Hyderabad)
🏢 Merck Sharp & Dohme (MSD)
📍 Hyderabad