Support Lead/Coordinator

Ex; Pune District; Hybrid; INR 900,000 - 1,500,000; Full time

Job summary

Ex is seeking an experienced IT/Data operations professional to lead a rotating 24x7 support team across multiple time zones. The role emphasizes Hadoop ecosystem expertise, collaboration with client stakeholders, and strong analytics for SLA reporting.

The ideal candidate brings hands-on experience with Airflow, ITSM (ServiceNow), and monitoring platforms such as Grafana or Splunk to ensure reliable data operations and cost-aware cloud usage.

Qualifications

• 5+ years in IT/Data managed services or NOC environments.
• 2+ years in a team lead or coordinator role.
• Experience leading rotational 24x7 support across time zones.
• Strong analytical skills for trend analysis and RCA.
• Excellent written and verbal communication; ability to present to client stakeholders.
• Proficient with monitoring/alerting platforms (Grafana, Splunk, CloudWatch).

Skills

Team leadership

Data analysis

Client communication

Trend analysis

Root cause analysis

Documentation

Tools

Hadoop

Oozie

Hive

Spark

Airflow

MFT

Jenkins CI/CD

AWS S3

AWS EC2

AWS EMR

CloudWatch

ServiceNow

Ticket Management

Workflow Configuration

SLA Tracking

Grafana

Splunk

Job description

Technical Skills

• Experience with Hadoop ecosystem: Oozie Workflow Manager, Apache Hive, Apache Spark.
• Working knowledge of Apache Airflow, Managed File Transfer (MFT), and Jenkins CI/CD pipelines.
• Familiarity with AWS cloud services (S3, EC2, EMR, CloudWatch) in a data platform context.
• Experience with ITSM platforms, preferably ServiceNow – ticket management, workflow configuration, SLA tracking.
• Understanding of data pipeline architectures, batch processing, and CDP (Customer Data Platform) environments.
• Exposure to Agentic AI / GenAI-assisted operations tools is a strong advantage.

Operational & Leadership Skills

• 5+ years of experience in IT/Data managed services or NOC environments, with at least 2 years in a team lead or coordinator role.
• Demonstrated ability to manage rotational 24×7 support teams across multiple time zones.
• Strong analytical skills for trend analysis, root cause investigation, and SLA reporting.
• Excellent written and verbal communication; confident presenting to client stakeholders.
• Proficient with monitoring and alerting platforms (Grafana, Splunk, CloudWatch, or equivalent).

Preferred Qualifications

• ITIL Foundation certification (v3 or v4).
• Experience in financial services or fintech data operations.
• Familiarity with FinOps frameworks and cloud cost monitoring tools.