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 theend-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 ensuresstable system operations, managesuser access and governance controls, and supportsproduct-related workflows across business and IT domains. It also drivescontinuous improvement through structured incident management, release coordination, and collaboration with Product Owners and stakeholders.
The role plays a key part in ensuringdata integrity, system reliability, and compliance with global data governance.

What will you do in this role

- Ownday-to-day support and maintenance of the Product Data Platform to ensure system stability and availability
- Manageuser roles and access controls, ensuring compliance with governance and security standards
- Support and maintainproduct data workflows, mapping processes, and governance flows
- Manage the fullincident lifecycle:
- Log, categorize, and prioritize issues
- Perform initial troubleshooting and analysis
- Coordinate resolution with technical teams
- Collaborate withbusiness users and stakeholders to validate issues and confirm requirements
- Coordinatetesting and deployment of bug fixes and system enhancements
- Managerelease cycles and feature updates in collaboration with Product Owner and business teams
- Providetechnical support and guidance to end-users
- Monitor system performance and identifyrecurring or systemic issues
- Escalatecritical issues and risks to Global Technology Product Owner where required
- Maintainsupport documentation, SOPs, and knowledge repositories




- Ensuredata integrity and governance compliance within platform processes
- Drivecontinuous improvement initiatives to enhance platform usability, efficiency, and data quality
- Strongcollaborator, able to work effectively across business and IT teams
- Highlydetail-oriented with strong focus on data quality and governance
- Organized and proactive, capable of managing multiple priorities
- Strongtechnical support mindset with structured troubleshooting approach
- Excellentcommunication skills, able to translate technical topics into business impact
- Strongproblem solver with root cause analysis capability
- Continuous improvement mindset, focusing onefficiency and standardization

Education Experience

- Bachelor’s degree inInformation 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 withproduct data, data mapping, or governance environments preferred

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

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 worlds 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, Data Governance, Data Migrations, Data Quality, Data Quality Assessments, Data Quality Control, Detail-Oriented, Management System Development, Migration Projects, Product Management, Requirements Management, SAP Data Migration, SAP Enterprise Resource Planning (ERP), SAP Master Data Management, SAP S/4HANA, Stakeholder Relationship Management, Strategic Planning, System Designs

Preferred Skills:
Current Employees applyHERE

Current Contingent Workers applyHERE

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

Adaptable 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 dayBEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the dayBEFORE the job posting end date.
Requisition ID: R409976

📌 Senior Specialist, Technical Product Management (Hyderabad)
🏢 Msd
📍 Hyderabad