Service Delivery & Support Governance
Own end-to-end service delivery for banking applications, and reporting systems.
Manage production support activities across L1, L2, and L3 support teams.
Ensure adherence to SLAs, OLAs, and operational KPIs.
Monitor incident, problem, service request, and change management processes.
Drive root cause analysis (RCA) and preventive action plans for recurring issues.
Conduct regular service reviews with business and IT stakeholders.
Manage Power BI dashboards and MIS reporting requirements.

SLA, KPI & Operational Excellence
Publish weekly, and monthly performance reports.
Monitor ticket backlog, aging, productivity, MTTR, and SLA compliance.
Identify improvement prospects and implement automation initiatives.
Establish governance mechanisms for continual service improvement.

Stakeholder & Client Management
Act as the primary point of contact for client stakeholders.
Conduct governance meetings, operational reviews, and executive reporting sessions.
Communicate service status, risks, issues, and mitigation plans.
Manage client expectations and ensure high customer satisfaction levels.

Team Leadership
Lead cross-functional teams including support engineers, data analysts, BI developers, and database specialists.
Drive accountability, ownership,



and service excellence within the team.
Mentor team members and establish best practices for support operations.

Required Skills
Robust SQL query writing, data analysis, and troubleshooting skills.
Hands-on experience with Power BI dashboards, reports, and data models.
Positive understanding of Data Warehousing, ETL, and reporting environments.
Knowledge of incident, problem, change, and release management processes.
Experience with ticketing tools such as Jira.
Understanding of support metrics, KPI frameworks, and SLA management.
Familiarity with database technologies such as SQL Server, Oracle, PostgreSQL, or equivalent.
Understanding of retail banking, corporate banking, lending, payments, deposits, cards, or regulatory reporting.
Experience supporting banking applications and reporting platforms.
Knowledge of banking operational and compliance requirements.
Presentation and analytical skills.

Preferred Qualifications
Bachelors degree in Engineering, Computer Science, Information Technology, or related field.
PMP, Prince2, ITIL, Scrum, or Agile certification preferred.
Experience managing Data & BI support engagements in Banking/Financial Services.

📌 Project Manager Mumbai Suburban (India)
🏢 Datamatics
📍 India