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Associate - Project Manager

exl Service.com (India) Private Limited
Haryana, IND
Full-time
Manager
Hybrid
Discovered 2 weeks ago
azuredatabricksdatadogdockergcpgithub-actions

Full Job Posting

Qualifications

  • Experience in SRE / Incident Management / Production Support
  • Strong communication & negotiation skills (must-have)
  • Ability to manage high-pressure situations confidently
  • Strong problem-solving and analytical mindset
  • Technical knowledge on task execution.
  • Good eye for details and understanding of workflows
  • Ability to proactively identify risks using monitoring tools such as DataDog and Grafana dashboards
  • Experience in incident response with capability to quickly restore services (restart, patch, or remediate live issues)
  • Strong focus on minimizing service downtime across environments
  • Hands-on experience supporting both on-premises (Linux environments) and cloud platforms (primarily Azure, with some exposure to GCP)
  • Solid understanding of networking concepts and system architecture
  • Understanding incident impact and skills to analyze and take decisions based on them.
  • Good understanding of Service now, PagerDuty, JIRA, Databricks, Github actions and basics of Docker and Kubernetes.
  • Understanding monitoring systems and able to troubleshoot the root cause of issue.

Technical Skills:

  • Ability to proactively identify risks using monitoring tools such as DataDog and Grafana dashboards
  • Experience in incident response with capability to quickly restore services (restart, patch, or remediate live issues)
  • Strong focus on minimizing service downtime across environments
  • Hands-on experience supporting both on-premises (Linux environments) and cloud platforms (primarily Azure, with some exposure to GCP)
  • Solid understanding of networking concepts and system architecture
  • Understanding incident impact and skills to analyze and take decisions based on them.
  • Good understanding of Service now, PagerDuty, JIRA, Databricks, Github actions and basics of Docker and Kubernetes.
  • Understanding monitoring systems and able to troubleshoot the root cause of issue.

Responsibilities

  • Own the end-to-end lifecycle of all major P1 and P2 incidents within our 16x7 shift window, ensuring response and resolution milestones strictly adhere to corporate SLAs.
  • Root Cause Analysis: Drive rapid technical triage by analyzing telemetry data, system metrics, monitors and logs to isolate the root cause of complex infrastructure and application failures.
  • Data-Driven Troubleshooting: Proven ability to quickly interpret telemetry data, consumer lags, and pipeline bottlenecks under high-pressure scenarios to guide engineering teams toward a fix.
  • Anomaly Mitigation: Actively monitor for performance anomalies, queue lags, and throughput drops to proactively mitigate downstream service degradation.
  • Tool Proficiency: Experience with observability and monitoring platforms such as Datadog, Grafana
  • Assertive Communication & Stakeholder Alignment
  • Maintain clear, concise, and assertive communication under pressure, cutting through technical noise to extract actionable statuses.
  • Formulate and broadcast timely business-focused impact statements and progress metrics to executive leadership and client-facing teams.
  • Isolate technical internal chat channels from high-level notification streams to keep critical updates data-rich and highly orderly.
  • Post-Incident Evolution & Continuous Improvement
  • Perform rigorous Root Cause Analysis (RCA) once an incident is safely stood down. Facilitate and contribute to blameless Post-Incident Reviews (PIR) to track down systematic process or system vulnerabilities.
  • Actively isolate operational bottlenecks and optimize playbooks to continuously improve Mean Time to Mitigate (MTTM) across critical systems
  • Maintain structured handoffs between regions (EMEA & APAC)

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