Support Lead/Coordinator

ExlService Holdings, Inc.; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

EXL Talent Acquisition Team seeks a seasoned IT/Data operations lead to oversee 24x7 support and data pipelines in a global client environment. You will steer incident response, SLA reporting, and optimization of Hadoop-based workflows.

The role requires 5+ years in IT/data managed services or NOC settings, with at least 2 years leading teams. ITIL certification and FinTech data ops exposure are desirable.

Qualifications

• Experience with Hadoop ecosystem and related tools.
• Working knowledge of Airflow, MFT, and Jenkins CI/CD pipelines.
• Familiarity with AWS cloud services (S3, EC2, EMR, CloudWatch).
• Experience with ITSM platforms, preferably ServiceNow.
• Understanding of data pipeline architectures and CDP environments.
• Exposure to GenAI-assisted operations tools is a plus.

Responsibilities

• 5+ years in IT/Data managed services or NOC environments, with 2+ years in a team lead/coordinator role.
• Lead rotational 24x7 support teams across multiple time zones.
• Analyze trends, investigate root causes, and report on SLA performance.
• Present findings to client stakeholders in clear, actionable terms.

Skills

Hadoop

Airflow

MFT

Jenkins

AWS

ITSM

ServiceNow

Data pipelines

CDP

GenAI

Education

ITIL Foundation

Tools

Grafana

Splunk

CloudWatch

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.