Project Manager

Datamatics; Mumbai Suburban; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Datamatics is seeking a Service Delivery & Support Governance lead to own end-to-end service delivery for banking applications and related reporting systems. You will manage production support across L1–L3 teams, ensure SLA/OLA adherence, and drive KPIs while guiding RCA and continuous improvement initiatives.

You will also oversee governance meetings and executive reporting, with a focus on Power BI dashboards and MIS reporting to stakeholders across business and IT.

Qualifications

• Strong SQL query writing and data analysis skills.
• Hands-on experience with Power BI dashboards, reports, and data models.
• Familiarity with data warehousing, ETL, and reporting environments.
• Knowledge of incident, problem, change, and release management processes.
• Experience with ticketing tools such as Jira.

Responsibilities

• Own end-to-end service delivery for banking applications and reporting systems.
• Manage production support activities across L1, L2, and L3 support teams.
• Ensure adherence to SLAs, OLAs, and operational KPIs.
• Monitor incident, problem, service request, and change management processes.
• Drive root cause analysis (RCA) and preventive action plans for recurring issues.
• Conduct regular service reviews with business and IT stakeholders.
• Manage Power BI dashboards and MIS reporting requirements.

Skills

SQL

Power BI

Data analysis

Incident management

Jira

ETL

Data warehousing

KPI tracking

Education

Bachelor's degree in Engineering/CS/IT

Tools

Jira

Power BI

Job description

Service Delivery & Support Governance

• Own end-to-end service delivery for banking applications, and reporting systems.


• Manage production support activities across L1, L2, and L3 support teams.


• Ensure adherence to SLAs, OLAs, and operational KPIs.


• Monitor incident, problem, service request, and change management processes.


• Drive root cause analysis (RCA) and preventive action plans for recurring issues.


• Conduct regular service reviews with business and IT stakeholders.


• Manage Power BI dashboards and MIS reporting requirements.

SLA, KPI & Operational Excellence

• Publish weekly, and monthly performance reports.


• Monitor ticket backlog, aging, productivity, MTTR, and SLA compliance.


• Identify improvement opportunities and implement automation initiatives.


• Establish governance mechanisms for continual service improvement.

Stakeholder & Client Management

• Act as the primary point of contact for client stakeholders.


• Conduct governance meetings, operational reviews, and executive reporting sessions.


• Communicate service status, risks, issues, and mitigation plans.


• Manage client expectations and ensure high customer satisfaction levels.

Team Leadership

• Lead cross-functional teams including support engineers, data analysts, BI developers, and database specialists.


• Drive accountability, ownership, and service excellence within the team.


• Mentor team members and establish best practices for support operations.

Required Skills

• Strong SQL query writing, data analysis, and troubleshooting skills.


• Hands-on experience with Power BI dashboards, reports, and data models.


• Good understanding of Data Warehousing, ETL, and reporting environments.


• Knowledge of incident, problem, change, and release management processes.


• Experience with ticketing tools such as Jira.


• Understanding of support metrics, KPI frameworks, and SLA management.


• Familiarity with database technologies such as SQL Server, Oracle, PostgreSQL, or equivalent.


• Understanding of retail banking, corporate banking, lending, payments, deposits, cards, or regulatory reporting.


• Experience supporting banking applications and reporting platforms.


• Knowledge of banking operational and compliance requirements.


• Presentation and analytical skills.

Preferred Qualifications

• Bachelors degree in Engineering, Computer Science, Information Technology, or related field.


• PMP, Prince2, ITIL, Scrum, or Agile certification preferred.


• Experience managing Data & BI support engagements in Banking/Financial Services.