Support lead/coordinator

Technical Skills

• Experience with Hadoop ecosystem: Oozie Workflow Manager, Apache Hive, Apache Spark.
• Working knowledge of Apache Airflow, Managed File Transfer (MFT), and Jenkins CI/CD pipelines.
• Familiarity with AWS cloud services (S3, EC2, EMR, CloudWatch) in a data platform context.
• Experience with ITSM platforms, preferably ServiceNow – ticket management, workflow configuration, SLA tracking.
• Understanding of data pipeline architectures, batch processing, and CDP (Customer Data Platform) environments.
• Exposure to Agentic AI / GenAI-assisted operations tools is a strong advantage.

Operational & Leadership Skills

• 5+ years of experience in IT/Data managed services or NOC environments, with at least 2 years in a team lead or coordinator role.
• Demonstrated ability to manage rotational 24×7 support teams across multiple time zones.
• Strong analytical skills for trend analysis, root cause investigation, and SLA reporting.
• Excellent written and verbal communication; confident presenting to client stakeholders.
• Proficient with monitoring and alerting platforms (Grafana, Splunk, CloudWatch, or equivalent).

Preferred Qualifications

• ITIL Foundation certification (v3 or v4).
• Experience in financial services or fintech data operations.
• Familiarity with FinOps frameworks and cloud cost monitoring tools.

RESPONSIBILITIES

Shift & Team Governance

• Manage the rotational shift roster (Shift 1: 7AM–4PM | Shift 2: 3PM–12AM | Shift 3: 11PM–8AM IST) ensuring zero coverage gaps 24×7.
• Conduct daily shift handover briefings; review and sign off on Daily Handoff Notes covering open issues and critical context.
• Act as first point of escalation for the L1 analyst team; provide on-call support for critical P1 incidents outside general shift hours.
• Onboard, coach, and performance-manage L1 Support Analysts; identify training needs and coordinate with the EXL capability team.

Incident & SLA Management

• Own the end-to-end incident lifecycle from ticket intake through escalation and closure; ensure P1 escalation to L2 within 10 minutes.
• Define, review, and update SLAs/KPIs covering availability, response time, acknowledgement (<15 minutes), and resolution time (99% SLA target).
• Monitor real-time SLA compliance dashboards; intervene proactively when breach risk is detected.
• Collaborate with Client’s L2 and L3 engineering teams to coordinate resolution of complex incidents and facilitate Root Cause Analysis (RCA).

Reporting & Stakeholder Communication

• Produce Weekly Operational Summaries covering trend analysis, recurring issues, volume metrics, and improvement recommendations.
• Produce Monthly Performance Reviews tracking SLA compliance, incident metrics (MTTA, MTTR, FCR), and team effectiveness.
• Participate in Weekly and Quarterly governance calls with Client stakeholders; present insights and action plans.
• Manage vendor communication and change request tracking; coordinate release planning and operational acceptance sign-off.

Knowledge & Continuous Improvement

• Oversee runbook quality; ensure L1 runbooks and Operational Support Documents (OSDs) are maintained and accessible.
• Identify automation, tuning, and rationalization opportunities; work with the EXLdata.ai team to implement Agentic AI improvements.
• Monitor FinOps metrics; provide advisory input on cloud cost optimization and sustainability.
• Drive First Contact Resolution (FCR) rates from the baseline 45% toward steady-state targets through knowledge base enrichment and pattern-based resolution.

QUALIFICATIONS

• Graduate in Computer Science, B.Tech, B.E. 6+years of hands-on data engineering experience.
• 5+ years of experience in IT/Data managed services or NOC environments, with at least 2 years in a team lead or coordinator role.
• ITIL Foundation certification (v3 or v4).
• Experience in financial services or fintech data operations.
• Familiarity with FinOps frameworks and cloud cost monitoring tools.