Description

The Tidal Workload Automation Lead is responsible for overseeing Scheduling Operations, ensuring the stability, availability, and efficiency of the Tidal Workload Automation platform. This role provides technical leadership, operational governance, customer support, incident management, and continuous service improvement while leading a team of scheduling operators in a 24x7 support environment.

Key Responsibilities

- Platform Operations & Service DeliveryLead a team of Scheduling Operators supporting the Tidal Workload Automation platform and ensure high availability and operational efficiency. Provide guidance, training, and support to customers for their scheduling development and operational requirements. Create, maintain, and manage scheduling rosters to ensure 24x7 operational coverage. Work closely with Automation Engineers on monitoring, reporting, analytics, and proactive production support activities. Provide technical consultation for new projects requiring automation or scheduling setup while considering existing job dependencies and automation processes. Ensure all incidents and service requests assigned to the team are handled within defined SLA targets. Escalate and manage major incidents, extended service outages, and situations where service levels monitor automation queues and workload requests to ensure timely processing and resolution.
- Incident, Request & Problem ManagementRestore normal service operations as quickly as possible through effective troubleshooting, diagnosis, and resolution of incidents. Accurately record, prioritize, and manage incidents and service requests against agreed service levels and resolution targets.



Maintain high-quality documentation of incident resolutions and service request outcomes for future reference and analysis. Identify recurring issues and recommend candidates for Problem Management to drive long-term resolution. Drive continuous improvements in incident and request management processes to improve service quality and operational efficiency.
- Leadership & Team ManagementMonitor team workloads and ensure all incidents and requests are progressing within SLA commitments. Mentor and develop team members through coaching, knowledge sharing, and continuous learning opportunities. Collaborate with Automation SMEs and leadership to identify skill development opportunities for the team. Encourage effective knowledge sharing across support teams to improve first-time resolution rates and service quality. Develop and maintain internal operational processes that ensure consistency, quality, and governance across the service.
- Knowledge Management & Continuous ImprovementContribute to maintaining service catalogs, knowledge bases, operational procedures, and support knowledge transfer within the team and across IT Service Delivery functions. Identify cost-effective opportunities for operational improvements and recommend solutions that meet customer requirements.



Evaluate emerging technologies and industry best practices to enhance service capabilities and team effectiveness.
- Stakeholder & Customer ManagementCommunicate effectively with internal teams, business stakeholders, and external customers. Build strong working relationships with global partners, including U.S.-based teams and stakeholders. Escalate customer concerns appropriately and work with management to deliver effective solutions. Support high-visibility incidents and critical operational events with professionalism and urgency.
- Operational Support RequirementsParticipate in a 24x7 on-call support after-hours support for planned maintenance activities, power-down exercises, application deployments, patches, and production fixes as required. Operate effectively in a dynamic and fast-paced environment requiring frequent prioritization and context switching.

In-Office Collaboration

We are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least three (3) days per week, with flexibility to work from home two (2) days per week. Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process.

Full time/Part-Time

Full time

Timings

(2:00p-10:30p)

India Business Unit

AWMPO AWMP&S; President's Office

Job Family Group

Technology

📌 Workload Automation and Scheduling Lead (India)
🏢 56672 Ameriprise India
📍 India