Service Delivery Manager – Informatica
Location:

Pune / Nagpur
Experience:

10+ Years
Work Mode:

Work From Office

Role Overview
We are looking for an experienced

Service Delivery Manager – Informatica

to manage and oversee enterprise Data Warehouse (DWH), ODS, and Business/Analytics platforms in a 24x7 support environment for

Banking domain project.
The role will be responsible for ensuring

platform stability, application support, incident and service request management, change and release management, SLA adherence, and continuous service improvement . The ideal candidate should have solid hands-on understanding of

Informatica, Oracle, and SQL , along with experience managing enterprise production environments and coordinating with multiple stakeholders.

Key Responsibilities
1. Platform & Application Support
Manage

24x7 support

for enterprise DWH/ODS and associated data platforms.
Monitor data pipelines, workflows, Informatica jobs, and application services.
Ensure regular platform housekeeping, maintenance, and service restarts.
Monitor infrastructure and application alerts related to CPU, memory, storage, services, and jobs.
Proactively identify and resolve performance issues across Informatica, DWH, and related applications.
Coordinate with OEMs, vendors, infrastructure teams, and technology partners for issue resolution.
2. Informatica, Oracle & SQL Support
Provide technical oversight for

Informatica-based ETL/ELT environments .
Monitor and troubleshoot Informatica workflows, jobs, mappings, and production failures.
Support data-related incidents and troubleshoot issues using

SQL and Oracle .
Analyze data issues, logic requirements, job failures, and performance-related problems.
Support data extracts, ad-hoc data requirements, and production fixes within defined SLAs.
Ensure stability and performance of enterprise data integration processes.
3. Incident & Service Request Management




Own and manage production

incidents, service requests, and work orders

through resolution.
Ensure incidents are resolved within agreed SLAs.
Coordinate with upstream, downstream, business, and infrastructure teams for issue resolution.
Perform root cause analysis for recurring or critical incidents.
Drive proactive measures to prevent recurring production issues.
4. Change & Release Management
Manage production changes in accordance with established

change management processes .
Coordinate application releases, upgrades, migrations, and technical changes.
Ensure appropriate impact assessment, approvals, implementation, and post-release validation.
Support platform and application upgrades before End-of-Life (EOL).
5. Stakeholder Management
Conduct regular discussions with key business and technology teams to ensure service quality and customer satisfaction.
Work closely with teams across

Finance, Risk, Compliance, Operations, Regulatory, Core Banking and other business functions .
Coordinate with upstream/downstream application teams and infrastructure teams.
Act as an escalation point for critical production issues.
6. Governance, SLA & Service Management
Ensure adherence to agreed

SLAs, KPIs, operational processes, and service management standards .
Maintain appropriate operational documentation and support audit activities.
Support platform audits and ensure required documentation is maintained.
Review CMDB, backups, operational health, and platform readiness.




Prepare and share regular service reports and operational metrics.
7. Business Continuity & Critical Period Support
Coordinate

month-end, quarter-end, and year-end

application and reporting support.
Participate in disaster recovery drills and ensure platform/application readiness.
Support business-critical activities and ensure timely resolution of issues during critical reporting periods.

Required Skills & Experience
10+ years of experience

in Data Warehouse / ETL / Production Support / Service Delivery environments.
Strong hands-on experience with

Informatica .
Strong experience with

Oracle Database .
Strong

SQL

skills for troubleshooting, data validation, analysis, and production support.
Banking domain experience is preferred.
Experience managing enterprise-scale

DWH/ODS environments .
Strong understanding of ETL workflows, data pipelines, and production data processes.
Experience in incident, problem, change, and release management.
Strong SLA and service delivery management experience.
Experience working in

24x7 production support environments .
Strong stakeholder and vendor management skills.
Excellent problem-solving and communication skills.
Good to Have
Experience with

Cloudera / Big Data platforms .
Exposure to Spark, Qlik, Power BI, MicroStrategy, or other enterprise analytics platforms.
Experience with RBAC, data governance, audit, DR, and security processes.
ITIL or other service management certification.
Experience in

Banking / Financial Services

environments.
Key Competencies
Informatica
Oracle
SQL
Data Warehouse / ODS
ETL / Data Integration
Production Support
Incident & Problem Management
Change & Release Management
SLA Management
Stakeholder Management
Vendor Management
Service Delivery
Performance Monitoring & Troubleshooting
Disaster Recovery & Business Continuity

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