Description
Job Summary
EXL is looking for a Service Delivery Manager within the Cloud Data Warehouse delivery team. The job is a hybrid role offering a wide variety of opportunities and will suit someone who can adapt quickly and rise to the challenges of a small, rapid-growing software organisation in one of the largest industries in the world.
Leadership not only in the conventional sense, but also within a team we expect people to be leaders. Candidate should elicit leadership qualities such as Innovation, Critical thinking, optimism/positivity, Communication, Time Management, Collaboration, Problem-solving, Acting Independently, Knowledge sharing and Approachable.
Responsibilities
The Practitioner should be STRONG IN:
- Managing Customer engagement, Liaise with Clients Engagement managers oversee the customer service operations within a business, dealing with customers directly and often as their first point of contact.
- Application support:
- Receiving and acknowledging tickets
- On-call rotation
- Incident triaging and priority assessment
- Assignment of incidents
- Incident resolution
- Application monitoring and preventive maintenance
- Weekly status and SLA reporting
- Incident and Problem management:
- Analyze, troubleshoot and work with team to resolve complex production application defects
- Identify root cause and devise and implement permanent solutions to recurring defects
- Build and maintain application monitoring, optimization and utilization
- Devise or modify programs to solve complex problems considering computer equipment capacity and limitations, operating time, and form of desired results.
- Lead the support team to achieve compliance with SLAs, work within commercial and resource constraints; prioritization, resourcing, scheduling and QA across all activities.
- Communicate with stakeholders in case of delays or SLA breaches.
- Maintain and own defect management and incident resolution process.
- Follow up with third party vendors for issu
📌 Data Engineering Support Lead (Pune)
🏢 EXL
📍 Pune