Managed Service Analyst APAC Business Hours (Specifically for AU region) From 6 AM to 3:00 PM
Salary
Not disclosed
Experience
2-3 Years
Applicants
40
Views
185
Managed Service Analyst - APAC Business Hours (AU Region)
This role requires strong analytical capabilities, stakeholder management skills, and a solid understanding of data-driven support operations. The successful candidate will be responsible for managing client queries, coordinating issue resolution across multiple support teams, and ensuring timely delivery of solutions while maintaining a high level of customer satisfaction.
Key Responsibilities
- Act as the first point of contact for external clients, Key Account Managers (KAMs), and internal business stakeholders.
- Monitor and manage shared support mailboxes, ensuring timely acknowledgement and response to client requests.
- Build effective working relationships with clients and internal teams to ensure seamless support delivery.
- Maintain professional communication and provide regular updates to stakeholders throughout the issue resolution lifecycle.
- Review, analyse, and triage incoming requests, incidents, and data-related queries.
- Raise support tickets/cases on behalf of clients and ensure accurate documentation of requirements.
- Route requests to the appropriate internal support teams when outside the team's scope.
- Take end-to-end ownership of assigned tickets and act as the central coordinator until resolution.
- Follow up with support teams to ensure SLA commitments are met and client expectations are managed effectively.
- Analyse client requests to identify root causes, potential solutions, and required actions.
- Review datasets, reports, and outputs to identify data-related issues or discrepancies.
- Assist in investigating reporting issues and support data validation activities.
- Develop a strong understanding of IQVIA healthcare datasets and business processes within the AU & NZ market.
- Identify recurring issues and recommend process improvements to enhance service quality and efficiency.
- Support documentation and maintenance of standard operating procedures (SOPs), knowledge articles, and process guides.
- Contribute to automation and operational improvement initiatives where possible.
- Participate in team discussions focused on service excellence and customer experience improvement.
Requirements
- Bachelor's Degree in Life Sciences, Pharmacy, Information Technology, or a related field.
- 2-3 years of work experience in a client-facing environment.
- Strong proficiency in Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, formulas, data analysis).
- Basic understanding of SQL for data extraction and validation activities.
- Ability to review and interpret datasets and reports.
- Familiarity with ticketing and case management systems.
- Experience working with Outlook, Microsoft Office Suite, and collaboration tools.
- Strong analytical and problem-solving skills.
- Ability to understand business requirements and translate them into actionable support activities.
- Knowledge of customer support processes, incident management, and service operations.
- Excellent attention to detail and organizational skills.
- Strong verbal and written communication skills.
- Ability to interact confidently with clients, Key Account Managers, and cross-functional teams.
- Demonstrated capability to manage multiple stakeholders and priorities simultaneously.
- Customer-centric mindset with a focus on delivering high-quality service.
Work Arrangements
- Hybrid work mode.
- APAC Business Hours (Specifically for AU region) from 6 AM to 3:00 PM.
- Willingness to work in shifts, including weekends and public holidays whenever required.
- Flexibility and availability on phone/email for the team for any off-business hours support.
- Location: Bangalore.
Careers at Bootminds
At Bootminds, we help global enterprises launch, scale, and optimize their Global Capability Centers (GCCs) in India with clarity, governance, and impact.
We’re not about volume — we’re about quality outcomes: strategic GCC setup, expansion, and mission
critical staffing that moves the needle.
Who We Are
Bootminds partners with global leaders to turn bold GCC ambitions into high
performance reality — from advisory and execution to building teams that deliver long
term value.
Our approach is transparent, outcome
focused, and grounded in deep GCC expertise.
Who You’ll Work With
You’ll collaborate with:
Enterprise CXOs and GCC leadership teams driving India capability strategy.
High
impact engineering, data, and functional leaders building core teams.
Cross
functional experts in consulting, operations, and talent strategy.
What Sets Us Apart
GCC
First Mindset – We live and breathe capability centre design, launch, and growth — not generic staffing.
Strategic Staffing – We staff with purpose, aligning skills and roles to real GCC outcomes.
Service
centric Culture – Whether advising leaders or partnering with candidates, we bring clarity, accountability, and respect to every interaction.
Why Join Us
Influence the blueprint of GCCs — the way global teams work, scale, and deliver from India.
Work with seasoned experts who’ve built, advised, and scaled capability centres worldwide.
Grow in a culture that values curiosity, ownership, and real impact.
If you want to help global companies build high
performing India capability hubs and love solving hard problems with clarity and grit — you’ll fit right in.