Description

About Norstella

Norstella is a premier and critical global life sciences data and AI solutions provider dedicated to improving patient access to life-saving therapies. Norstella supports pharmaceutical and biotech companies across the full drug development lifecycle — from pipeline to patient.

Our mission is simple: to help our clients bring therapies to market faster and more efficiently, ultimately impacting patient lives.

Norstella unites market-leading brands - Citeline, Evaluate, MMIT, Panalgo, Skipta and The Dedham Group and delivers must-have answers and insights, leveraging AI, for critical strategic, clinical, and commercial decision-making. We help our clients:

- Accelerate the drug development cycle
- Assess competition and bring the right drugs to market
- Make data driven commercial and financial decisions
- Match and recruit patients for clinical trials
- Identify and address barriers to therapies

Norstella serves most pharmaceutical and biotech companies around the world, along with regulators like the FDA, and payers. By providing critical proprietary data supporting AI-driven workflows, Norstella helps clients make decisions faster and with greater confidence. Norstella’s investments in AI are transforming how data is consumed and decisions are made, disrupting inefficient legacy workflows and helping the industry become more efficient, innovative, and responsive to patient needs. The Technical Operations team serves as the operational and technical backbone of our Real-World Data delivery organization, ensuring that data pipelines, extract processes, and delivery workflows execute reliably, efficiently, and on schedule. This role sits at the intersection of Delivery Operations, Engagement Management, Quality Assurance, and Data Engineering, providing critical oversight and support for the end-to-end data delivery lifecycle.

As a Technical Operations Analyst, you will monitor and maintain the health of numerous concurrent data feeds, investigate and resolve production issues, analyze data workflow and extraction logic, and proactively identify risks before they impact client deliverables. You will leverage your understanding of data processing frameworks, pipeline dependencies, and operational workflows to diagnose issues, coordinate resolutions across teams, and drive continuous improvements in delivery stability and quality.

This is not a software development role. While familiarity with data engineering concepts, ETL processes, SQL, cloud platforms, and workflow orchestration tools is important, the primary focus is on operational excellence, troubleshooting, root-cause analysis, and cross-functional coordination rather than building new pipelines or developing production code.

The ideal candidate combines strong technical aptitude with a problem-solving mindset and a passion for healthcare data. They possess a solid foundation in data platforms and engineering concepts, experience supporting large-scale data workflows, and an ability to quickly navigate complex systems to identify and resolve issues. Success in this role requires exceptional communication and collaboration skills, as you will work closely with stakeholders across Delivery, Product, Data Engineering, Quality Assurance, and Client Engagement teams.

This position thrives in a fast-paced, client-centric environment where priorities can shift quickly. The successful candidate will be proactive, resourceful, detail-oriented, and capable of managing multiple operational activities simultaneously while maintaining a high level of quality, accountability, and professionalism.

Responsibility

- Monitor and support production data workflows, extraction processes, and scheduled client deliveries, proactively identifying and resolving failures, processing delays, and data quality issues before they impact deliverables.
- Investigate and troubleshoot issues across data pipelines, ETL processes, workflow orchestration platforms, and delivery systems. Perform root-cause analysis and coordinate corrective actions with Data Engineering and other partner teams.
- Analyze and interpret workflow configurations, extraction logic, and operational scripts to understand data processing behavior, system dependencies, and the downstream impact of changes.
- Utilize SQL and data validation techniques to investigate anomalies, reconcile data discrepancies, perform quality checks, and verify delivery accuracy.
- Support data operations within cloud-based environments, including AWS services (S3, Redshift)



and modern data platforms such as Snowflake and Databricks, ensuring reliable data movement, storage, and delivery.
- Partner closely with Delivery Operations, Engagement Management, Quality Assurance, Product, and Data Engineering teams to support delivery execution, manage dependencies, and ensure alignment on client commitments and timelines.
- Communicate operational status, risks, incidents, and resolutions clearly and effectively to stakeholders, escalating issues appropriately when additional expertise or intervention is required.
- Exercise sound judgment in managing day-to-day production support activities, balancing urgency, client impact, and operational priorities while maintaining service-level expectations.
- Develop and maintain operational documentation, including runbooks, standard operating procedures, troubleshooting guides, and knowledge base articles to promote consistency and scalability across the organization.
- Drive continuous improvement initiatives by identifying opportunities to enhance monitoring, alerting, automation, operational processes, and overall delivery reliability.
- Support production readiness activities, including deployment validation, change impact assessments, and post-release monitoring to ensure successful implementation of operational changes.
- Contribute to a culture of operational excellence, accountability, and continuous learning while supporting multiple concurrent data delivery programs.

Requirements

- 4-6 years of experience in Technical Operations, Data Operations, Production Support, Data Engineering Support, or a similar data-focused operational role.
- Experience supporting large-scale data platforms and workflows in a production environment, with a strong understanding of data processing and delivery lifecycles.
- Healthcare, life sciences, or Real-World Data (RWD) experience required, including an understanding of the importance of data quality, timeliness, and compliance.
- Strong understanding of data engineering and big data concepts, including data pipelines, ETL/ELT processes, workflow dependencies, and production data operations.
- Intermediate to advanced SQL skills, with the ability to investigate data issues, validate outputs, perform root-cause analysis, and support quality assurance activities.
- Hands-on experience working with cloud-based data platforms and services, including AWS (S3, Redshift), Snowflake, and Databricks.
- Strong understanding of workflow orchestration and scheduling concepts, including upstream and downstream dependencies, failure points, monitoring, alerting, and recovery processes.
- Proven ability to troubleshoot complex data workflows, delivery processes, and production issues while coordinating resolution across multiple teams.
- Ability to interpret and understand workflow configurations, extraction logic, operational scripts, and technical documentation to support issue investigation and impact analysis.
- Strong analytical and problem-solving skills, with a proactive approach to identifying issues, mitigating risks, and driving resolution.
- Ability to independently prioritize work, make sound operational decisions, and appropriately escalate risks or blockers.
- Excellent written and verbal communication skills, with the ability to effectively communicate technical concepts and operational impacts to both technical and non-technical stakeholders.
- Strong organizational skills and the ability to manage multiple priorities in a fast-paced, client-driven environment.

Good to Have

- Experience with workflow orchestration platforms such as Apache Airflow or similar scheduling and automation tools.
- Familiarity with Azure DevOps, Jira, ServiceNow, or comparable work management and issue tracking platforms.
- Experience supporting automated data quality controls, data validation frameworks, metadata management, data dictionaries, or codebooks.
- Experience creating and maintaining operational documentation, runbooks, knowledge bases, and process documentation in platforms such as Confluence.
- Basic scripting experience in Python, Shell, or similar languages sufficient to understand, troubleshoot, and follow execution logic.




- Experience supporting client-facing data delivery operations, production support organizations, or managed data services.
- Exposure to monitoring and observability tools used for production support and operational health tracking.

How You'll Know You're Succeeding

- Operational issues are identified early. Workflow failures, delivery risks, and data quality anomalies are proactively detected and addressed before they impact client deliverables or service-level commitments.
- Incident resolution is efficient and effective. Root causes are identified, documented, and resolved quickly, resulting in reduced repeat incidents and improved delivery stability.
- You become a trusted operational expert. Team members look to you for insight into workflow behavior, delivery dependencies, and the impact of operational or system changes.

- Production workflows remain healthy and reliable. Monitoring, triage, and escalation processes operate smoothly, helping ensure consistent delivery performance across multiple concurrent data feeds.
- Stakeholders are informed and aligned. Risks, issues, and delivery impacts are communicated clearly and escalated appropriately with the right level of urgency and context.
- Documentation is accurate and actionable.

Runbooks, troubleshooting guides, and operational procedures are maintained and enable efficient knowledge sharing across the team.

- Continuous improvements are delivered. Opportunities to enhance reliability, automation, monitoring, and operational efficiency are identified and implemented, reducing manual effort and operational risk.
- Delivery commitments are consistently met. Client datasets are delivered accurately and on schedule, with minimal escalations and high stakeholder confidence in the delivery process.
- Cross-functional partnerships are robust.

You effectively collaborate with Delivery Operations, Engagement Management, QA, Product, and Data Engineering teams to support business objectives and client success.

Our Guiding Principles For Success At Norstella

- Bold, Passionate, Mission-First.
- Integrity, Truth, Reality.
- Kindness, Empathy, Grace.
- Resilience, Mettle, Perseverance.
- Humility, Gratitude, Learning.

Perks

- Health Insurance
- Provident Fund
- Reimbursement of Certification Expenses
- Gratuity
- 24x7 Health Desk

Norstella is an equal opportunities employer and does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, color, nationality, ethnic or national origin, religion or belief, disability or age. Our ethos is to respect and value people’s differences, to help everyone achieve more at work as well as in their personal lives so that they feel proud of the part they play in our success.

We believe that all decisions about people at work should be based on the individual’s abilities, skills, performance and behavior and our business requirements. Norstella operates a zero tolerance policy to any form of discrimination, abuse or harassment.

Sometimes the best opportunities are hidden by self-doubt. We disqualify ourselves before we have the opportunity to be considered. Regardless of where you came from, how you identify, or the path that led you here- you are welcome.

If you read this and feel passion and excitement, we’re just as excited about you.

All legitimate roles with Norstella will be posted on Norstella’s job board which is located at norstella.com/careers. If a role is not posted on this job board, a candidate should assume the role is not a legitimate role with Norstella.

Norstella is not responsible for an application that may be submitted by or through a third-party and candidates should proceed with extreme caution if a third-party approaches them about an open role with Norstella. Norstella will never ask for anything of value or any type of payment during or as part of any recruitment, interview, or pre-hire onboarding process. If you are aware of or have reason to believe a job posting purportedly for a role with Norstella is fraudulent or otherwise not authorized by Norstella, please contact the Company using the following email address: [email protected]

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

📌 Technical Operations (RWD Data Delivery) (India)
🏢 Norstella
📍 India