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 robust 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