Lead and manage L1, L2, and L3 Production Support teams across shifts and domains.
Steer daily operational performance, workload allocation, and capability building.
Own stakeholder engagement with client – ensuring transparent communication, timely updates, and expectation management.
Lead governance meetings, operational reviews, and provide SLA, KPI, and performance insights.
Drive Major Incident Management – including war room leadership and executive communication.
Oversee Problem Management including trend analysis, RCA quality, and long-term remediation governance.
Own Change Management processes ensuring CAB adherence, risk evaluation, and safe deployments.
Provide platform oversight across Databricks, PySpark, Airflow, Snowflake, and SQL ecosystems.
Oversee cloud & integrations across AWS services, SQS, Kafka.
Ensure full observability via Datadog, Splunk – including monitoring maturity and alert optimization.
Strengthen ITSM framework using ServiceNow, Jira, and knowledge base upkeep in Confluence.
Drive automation, AI/ML-enabled self-heal, and continuous improvement initiatives.
Publish executive-level dashboards, RCA packs, compliance reports, and operational insights.
Manage risks proactively and establish governance for performance, stability, and capacity.

Requirements

Strong knowledge of data engineering platforms: Databricks, PySpark, Airflow, Snowflake.
Cloud & streaming familiarity: AWS services, Kafka, SQS.
Expertise in monitoring tools: Datadog, Splunk.
Strong ITSM capability across ServiceNow, Jira, and Confluence.
Excellent stakeholder management with executive presence and client handling maturity.
Ability to lead high-severity incidents and cross-functional coordination.
Strong analytical, planning, reporting, and communication skills.
Certifications preferred: ITIL, AWS, Databricks, Snowflake, Scrum Master.
Experience supporting financial services or high-availability platforms.

Benefits

Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade
Company paid holidays
Personal Days
Sick Leave
Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
Life and disability insurance
Employee assistance programs
Other benefits as provided by local policy and eligibility

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

DatabricksPySparkAirflowSnowflakeSQLAWSSQSKafkaAI/MLautomation

Soft Skills

stakeholder managementexecutive presenceclient handlinganalytical skillsplanning skillsreporting skillscommunication skillscross-functional coordinationleadershipproblem-solving

Certifications

ITILAWSDatabricksSnowflakeScrum Master