Job Description

Senior Specialist Technical Support – Product Data Platform

The Opportunity

Join a global biopharma company with a 130-year legacy and mission to achieve new milestones in healthcare. Be part of technology driven, data-led organization supporting a diversified portfolio of medicines, vaccines and animal health products. Work alongside passionate teams that use data, analytics and insights to drive decisions, and tackle some of the world's greatest health threats.

Our Technology Centers are globally distributed hubs that enable our digital transformation and business outcomes across IT. They bring together diverse teams to collaborate, share best practices, and deliver solutions that save and improve lives.

This role is based at our Hyderabad Tech Center and follows a hybrid working model (3 days onsite, 2 days remote). Candidates are expected to reside within commuting distance of the Hyderabad office.

Role Overview

The Technical Support role for the Product Data Platform is responsible for the end-to-end support, maintenance, and governance of the platform, enabling product data mapping, product catalogue processes, and legacy-to-item data management within the broader enterprise data ecosystem.

This role ensures stable system operations, manages user access and governance controls, and supports product-related workflows across business and IT domains. It also drives continuous improvement through structured incident management, release coordination, and collaboration with Product Owners and stakeholders.

The role plays a key part in ensuring data integrity, system reliability, and compliance with global data governance .

What Will You Do In This Role

Own day-to-day support and maintenance of the Product Data Platform to ensure system stability and availability
Manage user roles and access controls, ensuring compliance with governance and security standards
Support and maintain product data workflows, mapping processes, and governance flows
Manage the full incident lifecycle

Log, categorize, and prioritize issues
Perform initial troubleshooting and analysis
Coordinate resolution with technical teams

Collaborate with business users and stakeholders to validate issues and confirm requirements
Coordinate testing and deployment of bug fixes and system enhancements
Manage release cycles and feature updates in collaboration with Product Owner and business teams
Provide technical support and guidance to end-users
Monitor system performance and identify recurring or systemic issues
Escalate critical issues and risks to Global Technology Product Owner where required
Maintain support documentation, SOPs, and knowledge repositories
Ensure data integrity and governance compliance within platform processes
Drive continuous improvement initiatives to enhance platform usability, efficiency, and data quality
Strong collaborator, able to work effectively across business and IT teams
Highly detail-oriented with strong focus on data quality and governance
Organized and proactive, capable of managing multiple priorities
Strong technical support mindset with structured troubleshooting approach
Excellent communication skills, able to translate technical topics into business impact
Strong problem solver with root cause analysis capability
Continuous improvement mindset, focusing on efficiency and standardization

Education & Experience

Bachelor's degree in Information Technology, Data Management, Business, or related field — or equivalent experience
7+ years of experience in application support, data platform support, or master data environments
Experience with product data, data mapping, or governance environments preferred

What Should You Have

Hands-on experience with application/platform support and maintenance (PowerApps or similar tools preferred)
Proven experience in incident management, bug tracking, and structured issue resolution
Strong understanding of product data, data mapping concepts, and governance frameworks
Experience working in product data, master data, or product catalogue environments
Proven ability to collaborate with cross-functional stakeholders (business, IT, product teams)
Experience with release management and controlled deployment processes
Strong analytical and problem-solving skills, including root cause analysis
Ability to manage multiple priorities (incidents, releases, enhancements) simultaneously
Strong communication skills in English (written and verbal)
Experience working in a global, distributed support environment

Primary Skills

Experience with ticketing systems (e.g., JIRA, ServiceNow)
Familiarity with SAP, MDG, or other product data platforms
Experience with data governance operating models and support processes
Exposure to low-code/no-code solutions (e.g., PowerApps)
Experience maintaining SOPs, support documentation, and knowledge bases
Ability to define and track operational KPIs (incident SLA, backlog, release success)

Who We Are

We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What We Look For

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.

Required Skills

Asset Management, Benefits Management, Data Governance, Data Migrations, Data Quality, Data Quality Assessments, Data Quality Control, Detail-Oriented, Management System Development, Migration Projects, Product Management, Requirements Management, SAP Data Migration, SAP Enterprise Resource Planning (ERP), SAP Master Data Management, SAP S/4HANA, Stakeholder Relationship Management, Strategic Planning, System Designs

Preferred Skills

Current Employees apply HERE

Current Contingent Workers apply HERE

Secondary Language(s) Job Description

#MSDHYDIT

Search Firm Representatives Please Read Carefully

Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status

Regular

Relocation

VISA Sponsorship

Travel Requirements

Flexible Work Arrangements

Not Applicable

Shift

Valid Driving License

Hazardous Material(s)

Job Posting End Date

08/20/2026

A job posting is effective until 11 59 59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

Requisition ID R409977

Senior Specialist Technical Support Product Data Platform