(8Hrs. X 6 Days a week)
5-Days Onsite / 1-Day Remote
Location:- Mumbai
Experience:- 8 to 10 Years
Key Responsibilities:-
1. Operations Governance & Service Management:-
Lead Overall Operations Management for multiple Datawarehouse Project Operations engagements by HPE.
Act as Second Line (L2) Operations Support Lead for critical escalations and operational governance.
Ensure smooth day-to-day functioning of:
- Data Warehouse Platforms
- ETL / Data Integration Services
- Infrastructure Services
- Reporting and Analytics Platforms
- Govern Operational Processes aligned to ITIL best practices.
2. SLA & Service Delivery Management:-
Ensure adherence to all agreed Service Level Agreements (SLAs), including:
- Minimum 99.5% Monthly Uptime for Data Platforms and associated Platforms
- Incident response and resolution timelines
- ETL completion timelines
- Service restoration targets
- Monitor operational dashboards and proactively identify SLA breach risks.
- Implement corrective and preventive measures to improve service reliability and operational efficiency.
- Drive continuous service improvement initiatives to enhance customer experience and platform stability.
3. Incident, Problem & Escalation Management:-
- Manage and govern Major Incidents (P1/P2), Problem Management, Escalation Management, Service restoration activities.
- Track incidents from Initial ticket logging, Investigation, Resolution, Restore-to-service confirmation.
- Coordinate with Internal Technical Teams, OEMs, Third-party support vendors.
- Conduct RCA reviews, PIR (Post Incident Review), Corrective action tracking.
- Lead war-room and bridge calls during critical outages.
4. Customer & Stakeholder Management:-
Maintain solid working relationships with:
- Sr. Management & Stakeholders, Business Users, Technical Teams
- Act as a trusted operational governance lead and first point of contact for customer escalations and service reviews.
Ensure tim
📌 Sr. Project Manager (Mumbai)
🏢 GetAi
📍 Mumbai
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