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 solid
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 tick
📌 Support Lead/Coordinator (Pune)
🏢 EXL
📍 Pune