Support Lead/Coordinator

Job description

Job Description: 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.