Data Operations Lead

Position: Data Operations Lead

Location: Chicago IL

Hiring: Fulltime with Hexaware Technologies

Candidate must have:

• Experience in working on Application production support engagements :
• L1, L2 and L3 support
• SLA & Metrics management in application production support projects.
• Incident Management, Service Request Management, Problem Management which covers IT service management.
• Expertise in ITIL processes.
• Production support ticket management.
• Continuous Service improvements.

Responsibilities:

• Lead and manage team of ETL and BI experts, fostering a collaborative and productive work environment.
• Build strong relationships with clients and serve as their primary point of contact for day-to-day data operations and managed services engagement.
• Facilitate clear and effective communication between internal and external stakeholders, ensuring everyone is aligned and informed.
• Oversee daily operational activities, identifying and implementing improvements to streamline processes and maximize efficiency.
• Provide support for the operational and maintenance of the data landscape, leading the engagement with both onsite and offshore teams.
• Design, implement, and manage operational systems, processes, and policies that are aligned with project goals and client expectations.
• Prepare key metrics, including support SLA metrics and ITIL ServiceNow reports, presenting them to clients in regular meetings.
• Continuously develop and implement strategies for operational improvement, driving efficiency and effectiveness.
• Lead triage activities and provide support during disaster recovery (DR) drills and Major Incident Management (MIM)

Qualifications:

• Overall experience of 15 years.
• 10-12 years of experience in a similar operational leadership role.
• Hands-on comprehensive experience in managing projects/program which involve Production Support and maintenance of Data lake/DWH Environments
• Hands-on experience on ITIL processes
• Well-versed with Outage, Incident triaging, coordination, communication etc. in production support environment.
• Proven experience in Operational Delivery Management and Data Operations leadership.
• Proven track record of leading and motivating teams to achieve challenging goals.
• Excellent communication, collaboration, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Experience working with data integration and business intelligence tools (Azure ADF, SSIS, Talend, Profisee, SSRS, Power BI, Tableau, and Qlik).
• Experience with ITIL service management principles and methodologies.
• Understanding of Service Management process of Incident, Problem, and change
• Should be good team player and experience in handling remote teams spread across geographies.