Data Support Lead

Cognizant; Hong Kong; On-site; HKD 900,000 - 1,100,000; Full time

Job summary

Cognizant in Hong Kong is seeking an experienced IT Operations/Service Delivery Lead to own end-to-end service delivery across applications. You will manage incidents, coordinate with multiple stakeholders, and drive proactive monitoring and improvement initiatives.

Requirements include 5+ years in IT operations, strong SQL/Python skills, Databricks experience, and ITIL/ServiceNow familiarity. Mandarin and English proficiency are essential for this role.

Qualifications

• Bachelor's degree in Computer Science, IT, Engineering or related discipline.
• Strong SQL and Python skills for data processing and automation.
• Hands-on Databricks experience with notebooks, jobs and monitoring.
• Good SQL skills for analytics and reporting.
• 5+ years IT operations or service delivery experience; 3+ years in a lead role.
• Solid ITIL knowledge with hands-on ServiceNow experience.
• Experience in managing L2 application support for Luxury Retail.
• Strong leadership, communication, analytical and problem-solving skills.
• ITIL, PMP, PRINCE2, Agile or ServiceNow certifications are advantageous.
• Excellent written and spoken English and Mandarin.

Responsibilities

• Execute BAU analytics and data tasks for assigned markets.
• Maintain SQL/Python pipelines and notebooks in Databricks.
• Own end-to-end service delivery and ensure SLA/KPI compliance across supported applications.
• Manage major incidents, escalations, and stakeholder communications to minimize business disruption.
• Coordinate with users, development teams, vendors, and platform owners to resolve production issues timely.
• Drive proactive monitoring, root cause analysis, and continuous service improvement initiatives.
• Govern production changes, release deployments, CAB activities, and readiness reviews.
• Produce service performance reports, dashboards, and executive updates.
• Manage support team performance, resource planning, and knowledge management.
• Drive operational excellence initiatives to improve quality and efficiency.
• Ensure IT governance, audit, security, and data privacy compliance.

Skills

SQL

Python

Leadership

Communication

Analytical thinking

Education

Bachelor's degree in Computer Science/IT/Engineering

Tools

Databricks

ServiceNow

Job description

Key Responsibilities

• Execute BAU analytics and data tasks for assigned markets
• Maintain SQL/Python-based pipelines and notebooks in Databricks
• Own end-to-end service delivery and ensure SLA/KPI compliance across supported applications.
• Manage major incidents, escalations, and stakeholder communications to minimize business disruption.
• Coordinate with business users, development teams, vendors, and platform owners to resolve production issues in a timely manner
• Drive proactive monitoring, root cause analysis, recurring issue elimination, and continuous service improvement initiatives.
• Govern production changes, release deployments, CAB activities, and operational readiness reviews.
• Produce service performance reports, operational dashboards, and executive management updates.
• Manage support team performance, resource planning, shift coverage, knowledge management, and continuous improvement activities
• Drive operational excellence initiatives to improve service quality and efficiency
• Ensure compliance with IT governance, audit, security, and data privacy requirements

Job Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related discipline.
• Strong SQL/Python skills for data processing and automation
• Hands‑on Databricks operational experience (notebooks, jobs, monitoring)
• Good SQL skills for analytics and reporting
• 5+ years of IT operations or service delivery experience, with at least 3 years in a Service Delivery or Application Support lead role.
• Strong knowledge of ITIL processes, with hands‑on experience using ServiceNow.
• Experience in managing L2 application support for Luxury Retail
• Strong leadership, communication, analytical, and problem-solving skills.
• ITIL, PMP, PRINCE2, Agile, or ServiceNow certifications are advantageous.
• Excellent written and spoken English and Mandarin

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