About the role

1
© 2021 ExlService Holdings, Inc. All rights reserved
Job Title: Service Delivery Lead
Job Summary EXL is looking for a Service Delivery Manager within the Cloud Data Warehouse delivery 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 challenges 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 Approachable.
Responsibilities: The Practitioner should be STRONG IN:
• Managing Customer engagement, Liaise with Clients Engagement managers oversee the customer service operations within a business, dealing with customers directly and often as their first point of contact.
• Application supports:
o On-call rotation
o Receiving and acknowledging tickets
o Incident triaging and priority assessment
o Assignment of incidents
o Incident resolution
o Application monitoring and preventive maintenance
o Weekly status and SLA reporting
• Incident and Problem management:
o Analyse, troubleshoot and work with team to resolve complex production application defects
o Identify root cause and devise and implement permanent solutions to recurring defects
• Build and maintain application monitoring, optimisation and utilisation
o 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
2
© 2021 ExlService Holdings, Inc. All rights reserved
• 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
• Code Management & working experience in GIT Hub, Azure DevOps or Similar
• Working knowledge of Azure Data Factory and Azure Data Bricks
• ETL process and tools
• DevOps practices such as infrastructure as code, continuous integration and automated deployment.
• Spark or Hadoop or Hive (incl. derivatives like pySpark (preferred), Spark Scala or Spark SQL) or Similar.
• SQL queries & working experience in SQL code or Stored Procedures or Functions or Views or Similar
• Performance tuning, design or architecture of new solutions with Data Warehouse Architects
• Data warehouse working experience of concepts and development using SQL on single (SQL Server, Oracle or Similar) and parallel platforms (Azure SQL Data Warehouse Synapse or Snowflake)