Incident Manager (SQL, ETL, AWS)

Location

Noida | India

Job description

Job Title: Manager Technical Support

Job Description:

• Should have minimum 8-10 years of Experience.
• Should have experience on Product Development/Maintenance/Production Support/Operational Readiness/ Application Monitoring/Production Governance
• Experience in a support organization
• Should have a lead a team of 20+ team members in support organization
• Should have a good understanding of services and processes for fortune 1000 companies from the operations point of view
• Good communication, presentation, and stakeholder management skills

Primary Skills:

1. Relevant years of experience in managing production support environments, starting from Deployment, Incident Management, Change Management and Problem Management, etc.
2. Experience in managing Data Warehouse on cloud environment preferably on AWS cloud.
3. PMP or ITIL certification
4. Technical background with SQL, python, spark, AWS.
5. Experience in ETL
6. Experience is driving the team for capacity planning, resource optimization.
7. Strong verbal and written communication skills are mandatory.
8. Excellent analytical and problem-solving skills.
9. Experience in defining, measuring, and achieving metrics/KPIs.

Pre-requisite:

• Should be customer oriented and willing to work in 24/7 shifts
• Experience in setting up a support organization will be an added advantage

Roles & Responsibilities

• Motivate a team of technical support consultants including setting & reviewing goals/KPAs
• Improve productivity by highlighting deficiencies and recommending change in the tools, trainings, processes, reporting and employee engagement
• Well versed with incident, change management release management and governance process.
• Facilitate customer resolution for escalated calls and engage necessary technical support
• Follow up with unsatisfied customers to ensure that issues are resolved
• Produce and review documents (technical or otherwise) that the team produces to ensure they adhere to the guidance provided by the Client process owner
• Ensure agreed upon governance practices are in place and adhered too
• Ensure all processes have up to date process documentation
• Collaborate with other managers to ensure operational consistency
• Timely escalation of issues requiring attention to Impetus leadership/Client process owners
• Maintain a mindset of continuous improvement in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring, management and optimization
• Build relationship with the operational and technical department management of key customers
• Resolve employee's issues by talking to HR and other departments
• Transition experience of current/new applications support
• Track metrics and publish status to various stakeholders

Preferred qualifications:

• ITIL Certification / PMP Certification
• Exposure to and conversant in ITIL
• Previous development and programming experience
• Hands on experience with MS Project and JIRA Software project Management
• Experience with Data Pipelines or supporting Analytics platform
• Knowledge of the Quality/testing domain/
• Good in technical skills (any of the languages Java, Python PL SQL, Hadoop, etc.)
• Good knowledge of AWS/Azure Cloud Data Services

Job tags

Salary