1 Serve as the primary L2/L3 support contact for TrackWise Digital, restoring business-critical complaint handling and post-market quality services quickly and meeting agreed SLAs.

2 Lead incident triage, impact assessment, escalation, stakeholder communication, root-cause analysis and post-incident corrective/preventive actions.

3 Diagnose and resolve issues across TrackWise Digital records, workflows, access/security, configuration, reports, dashboards, interfaces and data layers.

4 Support Global Complaint Handling System processes covering complaint record creation, complaints management, post-market support and adverse event reporting.

5 Troubleshoot stuck records, workflow status issues, user access exceptions, master data import issues, PR Import / Selection Import issues and record lifecycle exceptions.

6 Coordinate with MuleSoft / integration teams for failed transactions, source-system data mismatches,



complaint record creation issues and interface monitoring.

7 Prepare SQL queries, data analysis, validation evidence and reporting extracts required for ticket resolution, audit support and operational reviews.

8 Participate in change, release, validation and deployment activities, maintaining required documentation and traceability for a regulated QMS workplace.

9 Collaborate with quality, regulatory, business process owners, integration, infrastructure, QA/validation and vendor teams to resolve production issues and deliver approved enhancements.

10 Provide guidance to junior support analysts, maintain knowledge articles / troubleshooting guides, conduct ticket trend analysis and recommend continuous improvements.

📌 TrackWise Digital Application Senior Support Analyst (Hyderabad)
🏢 TCS_India
📍 Hyderabad