Service Delivery Manager – Informatica

Location: Pune / Nagpur

Experience: 10+ Years

Work Mode: Work From Office

Role Overview

We are looking for an experienced Service Delivery Manager – Informatica to manage and oversee enterprise Data Warehouse (DWH), ODS, and Business/Analytics platforms in a 24×7 support environment for Banking domain project.

The role will be responsible for ensuring platform stability, application support, incident and service request management, change and release management, SLA adherence, and continuous service improvement. The ideal candidate should have strong hands-on understanding of Informatica, Oracle, and SQL, along with experience managing enterprise production environments and coordinating with multiple stakeholders.

Key Responsibilities

1. Platform & Application Support

• Manage 24×7 support for enterprise DWH/ODS and associated data platforms.
• Monitor data pipelines, workflows, Informatica jobs, and application services.
• Ensure regular platform housekeeping, maintenance, and service restarts.
• Monitor infrastructure and application alerts related to CPU, memory, storage, services, and jobs.
• Proactively identify and resolve performance issues across Informatica, DWH, and related applications.
• Coordinate with OEMs, vendors, infrastructure teams, and technology partners for issue resolution.

2. Informatica, Oracle & SQL Support

• Provide technical oversight for Informatica-based ETL/ELT environments.
• Monitor and troubleshoot Informatica workflows, jobs, mappings, and production failures.
• Support data-related incidents and troubleshoot issues using SQL and Oracle.
• Analyze data issues, logic requirements, job failures, and performance-related problems.
• Support data extracts, ad-hoc data requirements, and production fixes within defined SLAs.
• Ensure stability and performance of enterprise data integration processes.

3. Incident & Service Request Management

• Own and manage production incidents, service requests, and work orders through resolution.
• Ensure incidents are resolved within agreed SLAs.
• Coordinate with upstream, downstream, business, and infrastructure teams for issue resolution.
• Perform root cause analysis for recurring or critical incidents.
• Drive proactive measures to prevent recurring production issues.

4. Change & Release Management

• Manage production changes in accordance with established change management processes.
• Coordinate application releases, upgrades, migrations, and technical changes.
• Ensure appropriate impact assessment, approvals, implementation, and post-release validation.
• Support platform and application upgrades before End-of-Life (EOL).

5. Stakeholder Management

• Conduct regular discussions with key business and technology teams to ensure service quality and customer satisfaction.
• Work closely with teams across Finance, Risk, Compliance, Operations, Regulatory, Core Banking and other business functions.
• Coordinate with upstream/downstream application teams and infrastructure teams.
• Act as an escalation point for critical production issues.

6. Governance, SLA & Service Management

• Ensure adherence to agreed SLAs, KPIs, operational processes, and service management standards.
• Maintain appropriate operational documentation and support audit activities.
• Support platform audits and ensure required documentation is maintained.
• Review CMDB, backups, operational health, and platform readiness.
• Prepare and share regular service reports and operational metrics.

7. Business Continuity & Critical Period Support

• Coordinate month-end, quarter-end, and year-end application and reporting support.
• Participate in disaster recovery drills and ensure platform/application readiness.
• Support business-critical activities and ensure timely resolution of issues during critical reporting periods.

Required Skills & Experience

• 10+ years of experience in Data Warehouse / ETL / Production Support / Service Delivery environments.
• Strong hands-on experience with Informatica.
• Strong experience with Oracle Database.
• Strong SQL skills for troubleshooting, data validation, analysis, and production support.
• Banking domain experience is preferred.
• Experience managing enterprise-scale DWH/ODS environments.
• Strong understanding of ETL workflows, data pipelines, and production data processes.
• Experience in incident, problem, change, and release management.
• Strong SLA and service delivery management experience.
• Experience working in 24×7 production support environments.
• Strong stakeholder and vendor management skills.
• Excellent problem-solving and communication skills.

Good to Have

• Experience with Cloudera / Big Data platforms.
• Exposure to Spark, Qlik, Power BI, MicroStrategy, or other enterprise analytics platforms.
• Experience with RBAC, data governance, audit, DR, and security processes.
• ITIL or other service management certification.
• Experience in Banking / Financial Services environments.

Key Competencies

• Informatica
• Oracle
• SQL
• Data Warehouse / ODS
• ETL / Data Integration
• Production Support
• Incident & Problem Management
• Change & Release Management
• SLA Management
• Stakeholder Management
• Vendor Management
• Service Delivery
• Performance Monitoring & Troubleshooting
• Disaster Recovery & Business Continuity