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.
- Robust 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 fro

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