Senior Manager

Senior Manager

Job Title: Service Delivery Lead

Job Summary

EXL is looking for a Service Delivery Lead within the Cloud Data Warehouse Managed Services team. The job is a hybrid role offering a wide variety of opportunities and will suit someone who can adapt quickly and rise to the challenge of a small, fast-growing software organisation in one of the largest industries in the world.

Leadership not only in the conventional sense, but also within a team, we expect people to be leaders. Candidate should elicit leadership qualities such as innovation, critical thinking, optimism, positivity, communication, time management, collaboration, problem-solving, acting independently, knowledge sharing and being approachable.

Responsibilities

The candidate should be STRONG IN:

• Managing client engagement, liaise with client’s engagement managers, oversee the customer service operations within a business, dealing with clients directly and often as their first point of contact,
• Application support:

1. On-call rotation
2. Receiving and acknowledging tickets
3. Incident triaging and priority assessment
4. Assignment of incidents
5. Incident resolution
6. Application monitoring and preventive maintenance
7. Weekly status and SLA reporting

• Incident and Problem management:

1. Analyse, troubleshoot and work with team to resolve complex production application defects,
2. Identify root cause and devise and implement permanent solutions to recurring defects,

• Build and maintain application monitoring, optimisation and utilisation

1. Devise or modify programs to solve complex problems considering computer equipment capacity and limitations, operating time, and form of desired results,

• Lead the support team to achieve compliance with SLAs, work within commercial and resource constraints, prioritisation, resourcing, scheduling and QA across all activities,
• Communicate with stakeholders in case of delays or SLA breaches,
• Maintain and own defect management and incident resolution process,
• Follow up with third party vendors for issue resolution and prevention, if required,
• Perform weekly incident/bug review meetings with application team,
• Perform custom, ad-hoc data analysis and reporting based on stakeholder requests within SLA,
• Support weekly and monthly customer report processing,
• Conduct regular presentations to team/stakeholders,
• Good experience of working in Agile methodologies,
• Manage process improvements,
• Resolve defects within the defined service levels,
• Review and take actions on operational metrics reporting,
• Follow SDLC standards, source code management, and release management procedures,
• Excellent verbal and written communication skills,
• Mentor offshore team members in Process and Delivery of work items within defined schedule,
• Ability to be eloquent and present different point-of-view during production support and releases,
• Performance tuning, design or architecture of new solutions with Data Warehouse Architects

• ·       Monitor production ADF jobs and Databricks environments

Technical Skills

• Strong experience utilising the Microsoft Azure stack for data engineering that is Azure data factory, Data lakes.
• Proven experience using data bricks i.e. Lake house, Delta live tables, Pyspark etc.
• Experience designing, developing, and maintaining data warehouses and data lakes.
• Excellent experience with SQL and T-SQL programming.
• Experience on distributed computing frameworks such as Spark.
• Demonstrate strong expertise in data pipelines, ETL/ELT processes, and cloud-based data platforms (Azure).
• Expertise in cloud data warehousing and core data modelling concepts.
• Proficiency in version control systems (Azure DevOps/Git) and experience with CI/CD.
• Experience with scripting languages such as Python.
• Certifications: Data Engineering certifications from Microsoft or Data bricks technologies (Desirable).