Operations Engineer (Product Operations)- Buenos Aires (Hybrid)

Syneos Health® is a leading fully-integrated life sciences services organization built to accelerate customer success. We partner with innovators at every point across the drug development and commercialization continuum, helping them navigate complexity, anticipate change and accelerate progress.
 
Our Clinical Solutions team members act with a drug development mindset, applying their years of experience and deep expertise to truly understand customer needs and represent those in the solutions we shape.
 
Whether you join us in a Functional Service Provider partnership or a Full-Service environment, you’ll collaborate with passionate problem solvers, innovating as a team to help our customers achieve their goals. We are agile and driven to deliver – for one another, our customers, and, most importantly, for those in need.
 
Discover what your 25,000 future colleagues already know:
 
Why Syneos Health
• We are passionate about developing our people, through career development and progression; supportive and engaged line management; technical and therapeutic area training; peer recognition and total rewards program.
• We are committed to building an inclusive culture – where you can authentically be yourself. Central to this is our purpose – Driven to Deliver – which captures the passion of our colleagues to show up each day and shape solutions that have the ability to dramatically impact someone’s life. 
• We are continuously building the company we all want to work for and our customers want to work with. Why? Because we know that when we bring together smart colleagues from across the world, we can shape the future of healthcare, driving impact for customers and defining the pace of patient progress. 

Job Responsibilities

Team Mission:

Our Technology Operations team enables the Commercial organization to reliably deliver, operate, and evolve customer-facing products. We focus on building operational excellence across our platforms by improving reliability, reducing manual effort, and ensuring scalable, well-governed systems that deliver consistent value to users.

The Role:

Reporting to the Product Operations Lead, you will serve as a key operational owner for the health and stability of our commercial product portfolio. Your primary focus will be ensuring effective incident response, support operations, and continuous improvement across products in production.

This role is operations-first, with success measured by your ability to drive stability, reduce recurring issues, and improve how our systems operate over time. While you will step in to deliver targeted fixes and minor enhancements when needed, your core responsibility is to ensure issues are resolved effectively and prevented through better operational practices, insights, and coordination.

You will act as the bridge between support, engineering, and product teams, ensuring seamless execution across incident management, change governance, and ongoing product support.

What You’ll Do:

• Lead major incident response, coordinating efforts across L1/L2 support partners (HCL ASM), Engineering, Platform Operations, and vendors to ensure rapid and consistent service restoration.
• Serve as the escalation point for complex or recurring production issues, driving resolution and clear stakeholder communication.
• Own root cause analysis (RCA) and problem management, identifying systemic issues and driving corrective and preventive actions (CAPA).
• Analyze incident trends, support metrics, and operational data to identify opportunities for improvement and increased stability.
• Define and enhance monitoring and alerting capabilities in partnership with Platform Operations to improve visibility into system health and performance.
• Ensure production changes meet operational readiness and governance standards, including review of deployment plans, testing evidence, and rollback strategies.
• Coordinate and deliver minor enhancements, fixes, and operational improvements that increase system stability, usability, and supportability.
• Establish and maintain operational documentation, runbooks, and support processes to enable consistent execution and knowledge transfer.
• Enable support partner success by providing guidance, documentation, and clear escalation paths, while driving accountability and performance.
• Translate operational insights into actionable recommendations for Product and Engineering backlogs.
• Continuously identify inefficiencies in support and operations and drive improvements through process optimization and automation where appropriate.
• Collaborate with Product, Engineering, QA, and Platform Operations to ensure smooth handoffs from development to production support.
• Communicate operational status, risks, and improvements clearly to stakeholders.

Qualifications:

• 4+ years of experience in application support, product operations, SRE, DevOps, or similar roles.
• Experience managing production environments, incident response, and support models (L2/L3).
• Strong understanding of modern application architectures, including APIs, cloud platforms (Azure, AWS, or GCP), and data systems (e.g., Snowflake, SQL-based platforms).
• Experience working with monitoring and logging tools to diagnose and resolve issues.
• Familiarity with incident, change, and problem management processes.
• Ability to perform light technical work such as scripting, configuration updates, or database querying when needed.

Preferred:

• Experience supporting data platforms, AI-enabled applications, or analytics systems.
• Familiarity with tools such as Datadog, Dynatrace, Application Insights, or similar.
• Experience working in regulated environments (GxP, HIPAA, etc.).
• Exposure to AI/ML platforms such as Azure OpenAI, Vertex AI, or similar.
• Experience working with external support partners or managed services teams.

Soft Skills:

• Strong operational mindset with a focus on stability, reliability, and continuous improvement.
• Highly adaptable and comfortable learning new systems and technologies quickly.
• Strong problem-solving skills with a focus on root cause and prevention over repeated fixes.
• Clear communicator who can translate technical issues into business impact.
• Collaborative and effective at working across teams and stakeholders.
• Proactive in identifying inefficiencies and improving processes.

Key Success Measures:

• Reduction in recurring production issues through effective problem management.
• Improved incident response times and SLA adherence.
• Increased stability and reliability of products in production.
• Effective support operations with clear ownership and accountability.
• Improved visibility into system health, risks, and performance.
• Strong feedback loop from production into product and engineering roadmaps.

Get to know Syneos Health

Over the past 5 years, we have worked with 94% of all Novel FDA Approved Drugs, 95% of EMA Authorized Products and over 200 Studies across 73,000 Sites and 675,000+ Trial patients.

No matter what your role is, you’ll take the initiative and challenge the status quo with us in a highly competitive and ever-changing environment. Learn more about Syneos Health.

http://www.syneoshealth.com

Additional Information

Tasks, duties, and responsibilities as listed in this job description are not exhaustive.  The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Job Description.  The Company, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above.   Further, nothing contained herein should be construed to create an employment contract.  Occasionally, required skills/experiences for jobs are expressed in brief terms.  Any language contained herein is intended to fully comply with all obligations imposed by the legislation of each country in which it operates, including the implementation of the EU Equality Directive, in relation to the recruitment and employment of its employees.  The Company is committed to compliance with the Americans with Disabilities Act, including the provision of reasonable accommodations, when appropriate, to assist employees or applicants to perform the essential functions of the job.