Service Desk - Lead

Location: Coimbatore (In-Office)

Shift: 24x7 Rotational Shifts (Includes nights, weekends, and holidays)

Experience Level:4-8 years

Upon mastering the product suite, you will lead and drive the Critical Incident Response and Triage (CIRT) function. This is an L1.5 specialized activity where you will perform 4-eyed Quality Control (QC) checks on cases escalating from Tier 1 to Tier 2. This is not a standard Major Incident Management (MIM) role; it requires deep logical reasoning, analytical judgment, and the ability to interface directly with senior client leadership and Medidata managers daily.

Key Responsibilities

CIRT & Incident Triage (L1.5 Support)
- Execute 4-eyed QC reviews on complex cases escalating from Tier 1 to Tier 2 within the Medidata Clinical Cloud.
- Apply semi-technical, logical, and analytical thinking to derive conclusions and make high-pressure judgments during critical incidents.
- Ensure ticket hygiene and perform stringent quality audits across the queue.

Leadership & Client Management
- Lead, manage,



and drive the day-to-day operations of the CIRT team.
- Act as the primary point of contact facing Medidatas managers daily.
- Own and present operational data, metrics, and CIRT updates on daily scrum-like calls with senior enterprise leaders.
- Compile and deliver Month-End (MSR) and Weekend (WSR) data reports.

Operational Excellence
- Adapt to a demanding 24x7 environment to ensure uninterrupted support coverage for life-sciences clients.
- Foster a culture of execution excellence, accountability, and customer-centricity within the team.
Job Requirements

Primary Skills (Service Desk App Support, Incident Management, Service Desk)

1. Application Support / Service Desk (Expert): Solid experience handling pure application support workflows in a fast-paced environment.

2. Incident Management (Intermediate): Proven track record of handling ticket lifecycles, escalations, and triage.

Functional & Technical Skills (Te

📌 Service Desk Lead (Coimbatore)
🏢 Cognizant
📍 Coimbatore