Support Analyst

ExlService Holdings, Inc.; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

EXL Talent Acquisition Team is seeking an IT operations professional to support a data platform environment. Key duties include monitoring Hadoop and Airflow jobs, overseeing MFT workflows, and tracking build pipelines with Jenkins. Candidates should be comfortable with AWS services, ITSM processes, and log analysis.

The role requires staying adaptable in a fast-paced, 24x7 support setting and collaborating with cross-functional teams to ensure reliable data operations.

Qualifications

• 2–4 years IT operations or data platform support experience.

Skills

Hadoop ecosystem knowledge

Apache Airflow

Managed File Transfer (MFT) tools

Jenkins

AWS cloud services (S3, EMR, CloudWalk

ITSM platforms (ServiceNow)

Reading logs & CLI

Education

ITIL Foundation certificate (v3/v4)

Tools

Grafana

Prometheus

CloudWatch

ServiceNow

Python

Bash

Jenkins

Job description

Technical Skills

• knowledge of Hadoop ecosystem: Oozie Workflow Manager, Apache Hive, Apache Spark — job monitoring, resubmission, and basic troubleshooting.
• Familiarity with Apache Airflow: DAG monitoring, task failure identification, and manual trigger/rerun procedures.
• Experience with Managed File Transfer (MFT) tools — monitoring transfer jobs, identifying failures, and initiating reruns.
• Working knowledge of Jenkins — pipeline monitoring, build status tracking, and failure alerting.
• Understanding of AWS cloud services (S3, EMR, CloudWatch, EC2) in a data engineering context.
• Experience using ServiceNow or similar ITSM platforms for ticket logging, triage, and workflow management.
• Ability to read application/system logs and identify error patterns; comfortable with command-line interfaces.

Operational & Soft Skills

• 2–4 years of experience in IT operations or data platform support roles.
• Ability to work in a rotational 24×7 shift environment including nights, weekends, and public holidays.
• Strong attention to detail; disciplined in following runbooks, SOPs, and escalation protocols.
• Clear and concise written communication for ticket documentation and handoff notes.
• Collaborative team player; comfortable working with AI-assisted tools and adapting as automation evolves.
• Ability to work calmly under pressure during high-severity (P1/P2) incident scenarios.

Preferred Qualifications

• ITIL Foundation certification (v3 or v4).
• Exposure to data observability tools (Grafana, Prometheus, Cloud Watch or similar).
• Basic scripting skills (Python/Bash) for log parsing and ad hoc data checks.
• Experience in financial services or fintech data operations.