Job Overview
Product Support Tier‑3 (T3) individual contributor responsible for providing advanced application support, troubleshooting complex issues, and performing in‑depth debugging across multiple enterprise applications. The role requires strong hands‑on experience with IIS, Azure, SQL/PLSQL, Unix/Linux, and a solid understanding of the ITIL framework. The T3 engineer will support 40–50+ global applications, participate in 24×7 rotational shift coverage, and work closely with Development, Infrastructure, and Service Owners to ensure system stability and timely resolution of high‑impact issues.
Essential Functions
Provide Tier 3 (T3) application and integration support for high‑impact, complex, and priority incidents across regulated and non‑regulated applications in both production/non-production environments.
Perform root cause analysis support for high priority incidents by collecting evidence, identifying patterns, documenting technical findings, and contributing to corrective and preventive actions.




Act as escalation point for Tier 2 and ensure urgent and high‑impact issues are taken up immediately with explicit ownership and timely mitigation.
Monitor and manage script‑related and complex technical tickets on a defined cadence and ensure progress is tracked until closure.
Drive investigation for critical issues and deliverables, integration failures, and issues impacting multiple users or sponsor deliverables.
Ensure high‑priority “hypercare” items are tracked with investigation details, updates, and next actions documented consistently for visibility and faster resolution.
Maintain strong end‑user communication for high‑impact tickets including status updates, workarounds, and next steps while coordinating with support leads and stakeholders.
Actively monitor ticket queues and ensure proper triage, prioritization, assignment, and workload distribution across the shift team to avoid delays and stale tickets.
Acknowledge and manage escalation emails and ensur

📌 Senior Product Support (Bengaluru)
🏢 Iqvia
📍 Bengaluru