Specialized Support Lead

Job Title: Specialized Support Lead

Job Location: Hyderabad

About the job

Sanofi is a global life sciences company committed to improving access to healthcare and supporting the people we serve throughout the continuum of care. From prevention to treatment, Sanofi transforms scientific innovation into healthcare solutions, in human vaccines, rare diseases, multiple sclerosis, oncology, immunology, infectious diseases, diabetes and cardiovascular solutions. As a company with a global vision of drug development and a highly regarded corporate culture, Sanofi is recognized as one of the best pharmaceutical companies in the world and is pioneering the application of Artificial Intelligence (AI) with strong commitment to develop advanced data standards to increase reusability & interoperability and thus accelerate impact on global health.

Ready to push the limits of what’s possible? Join Sanofi in one of our corporate functions and you can play a vital part in the performance of our entire business while helping to make an impact on millions around the world. As Specialized Support Lead within our People Tech Solutions Team.

We are looking for an experienced Specialized Support Lead to oversee and manage Level 2 technical support operations but also workday mass load, etc. This role ensures timely resolution of complex issues, collaborates with cross-functional teams, and drives service excellence. The ideal candidate has strong troubleshooting skills, leadership experience, and a commitment to improving support processes.

Main responsibilities:

• Incident Management & Troubleshooting: Handle escalated technical issues that require in-depth analysis and resolution.Work closely with L1 support teams to ensure seamless issue escalation and resolution.Investigate recurring problems and implement permanent solutions.

• Team Leadership & Mentoring:Lead and mentor the support team to enhance their technical expertise.Conduct training sessions to improve troubleshooting skills and knowledge sharing.Ensure adherence to SLAs (Service Level Agreements) and performance metrics.

• Collaboration & Stakeholder Engagement:Coordinate with development, infrastructure, and business teams for complex issue resolution.Provide technical guidance to L1 teams and ensure smooth handover to L3 when necessary.Communicate issue updates and resolutions to stakeholders clearly and effectively.

• Process Improvement & Automation:Identify areas for process improvement in support workflows.Recommend and implement automation tools to enhance efficiency.Maintain documentation of known issues, solutions, and best practices.

• Monitoring & Reporting:Track and analyze incident trends to prevent future occurrences.Generate reports on support team performance and key operational metrics. Ensure compliance with ITIL best practices and company policies.

About you

• Bachelor's degree in computer science, Information Technology, or a related field.

• 5+ years of experience in IT support, service desk, or technical troubleshooting, with at least 2 years in a leadership role.

• Strong expertise in Workday, Learning and other HRS connected global tools such as work human, skyhive etc.

• Experience with ITSM tools (e.g., ServiceNow, Jira, Remedy) and ticketing systems.

• Knowledge of ITIL framework and best practices for IT service management.

• Excellent problem-solving, analytical, and communication skills.

• Ability to work in a fast-paced environment and manage multiple priorities effectively.

Why choose us?

Join our innovative team where collaboration is at the heart of everything we do. You'll work closely with talented professionals, tackling complex issues and finding creative solutions together. Our supportive environment ensures that your ideas are heard and valued, fostering a culture of teamwork and mutual respect.

We prioritize continuous learning and growth, offering opportunities for professional development and career advancement. Our comprehensive benefits package, including health insurance, retirement plans, and flexible work arrangements, supports your well-being both at work and at home.

Be part of a team that values excellence, innovation, and collaboration. Together, we'll achieve great things and make a real impact.