New 
Trackwise Digital Support Lead
 Tata Consultancy Services | |
$150,000 - $180,000
| |
sick time, 401(k)
| |
 United States, Pennsylvania, Center Valley | |
 Oct 28, 2026 | |
|
Job Description
Must Have Technical/Functional Skills * Strong relevant experience, including demonstrated L2/L3 support expertise for TrackWise / TrackWise Digital QMS in regulated life sciences or medical device environments. * Hands-on expertise in TrackWise Digital support for global complaint handling, post-market support, complaints management and adverse event reporting processes. * Good understanding of TrackWise configuration, Coordinator Configuration, workflow configuration, Team Access, Web Admin, PR Import / Selection Import, master data import and user access administration. * Proven ability to troubleshoot record issues, stuck workflows, access issues, configuration defects, data issues, interface failures and recurring production defects within SLA. * Strong technical knowledge of SQL, TrackWise database structure, Crystal Reports, data validation, root-cause analysis, change/problem management and stakeholder communication. * Project Management, Team Management, Customer Interactions Good To Have * Working knowledge of TrackWise Digital on Salesforce platform, including roles/profiles, permission sets, page layouts, reports, dashboards, SOQL queries, Data Loader and Import Wizard. * Experience supporting interfaces between TrackWise Digital and global source systems through middleware platforms such as MuleSoft. * Knowledge of GxP, 21 CFR Part 11, validated-system support practices, audit readiness and controlled change/release management. * Basic awareness of Windows Server, application monitoring, service health checks and infrastructure coordination for support issue resolution. * Experience with ITSM tools such as ServiceNow for incident, problem, change, SLA tracking, ticket review and continuous improvement. Roles & Responsibilities * Serve as the Support Lead L2/L3 support contact for TrackWise Digital, restoring business-critical complaint handling and post-market quality services quickly and meeting agreed SLAs. * Lead incident triage, impact assessment, escalation, stakeholder communication, root-cause analysis and post-incident corrective/preventive actions. * Diagnose and resolve issues across TrackWise Digital records, workflows, access/security, configuration, reports, dashboards, interfaces and data layers. * Support global complaint handling processes covering complaint record creation, complaints management, post-market support and adverse event reporting. * Troubleshoot stuck records, workflow status issues, user access exceptions, master data import issues, PR Import / Selection Import issues and record lifecycle exceptions. * Coordinate with MuleSoft / integration teams for failed transactions, source-system data mismatches, complaint record creation issues and interface monitoring. * Prepare SQL queries, data analysis, validation evidence and reporting extracts required for ticket resolution, audit support and operational reviews. * Participate in change, release, validation and deployment activities, maintaining required documentation and traceability for a regulated QMS environment. * Collaborate with quality, regulatory, business process owners, integration, infrastructure, QA/validation and vendor teams to resolve production issues a nd deliver approved enhancements. * Provide guidance to junior support analysts, maintain knowledge articles / troubleshooting guides, conduct ticket trend analysis and recommend continuous improvements. Generic Managerial Skills, If any * Strong stakeholder communication, incident escalation, and cross-functional coordination. * Ability to guide support teams, mentor junior members, and lead small enhancement workstreams. Page 2 * Ownership of SLA delivery, documentation quality, and continuous improvement Salary Range: $150,000 - $180,000 per year
TCS Employee Benefits Summary: Discretionary Annual Incentive. Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans. Family Support: Maternal & Parental Leaves. Insurance Options: Auto & Home Insurance, Identity Theft Protection. Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement. Time Off: Vacation, Time Off, Sick Leave & Holidays. Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing. Location
Center Valley, PA
Function
TECHNOLOGY
Role
Senior Engineer
ID
436515
Skills
Trackwise
Salary Range
$150,000 - $180,000 Desired Candidate Profile
Qualifications BACHELOR OF COMPUTER SCIENCE | |