EXL is looking for a Service Delivery Manager within the Cloud Data Warehouse delivery team. The job is a hybrid role offering a wide variety of opportunities and will suit someone who can adapt quickly and rise to the challenges of a small, fast-growing software organisation in one of the largest industries in the world.
Responsibilities The Practitioner should be STRONG IN:
• Managing Customer engagement, Liaise with Clients Engagement managers oversee the customer service operations within a business, dealing with customers directly and often as their first point of contact.
• Application supports:
o On-call rotation
o Receiving and acknowledging tickets
o Incident triaging and priority assessment
o Assignment of incidents o Incident resolution
o Application monitoring and preventive maintenance
o Weekly status and SLA reporting
• Incident and Problem management:
o Analyse, troubleshoot and work with team to resolve complex production application defects
o Identify root cause and devise and implement permanent solutions to recurring defects
• Build and maintain application monitoring, optimisation and utilisation o Devise or modify programs to solve complex problems considering computer equipment capacity and limitations, operating time, and form of desired results.
• Lead the support team to achieve compliance with SLAs, work within commercial and resource constraints; prioritisation, resourcing, scheduling and QA across all activities. • Communicate with stakeholders in case of delays or SLA breaches.
• Maintain and own defect management and incident resolution process.
• Follow up with third party vendors for issue resolution and prevention, if required.
• Perform weekly incident/bug review meetings with application team.
• Perform custom, ad-hoc data analysis and reporting based on stakeholder requests within SLA.
• Support weekly and monthly customer report processing.
• Conduct regular presentations to team/stakeholders.
• Good experience of working in Agile methodologies
• Manage process improvements • Resolve defects within the defined service levels.
• Review and take actions on operational metrics reporting
• Follow SDLC standards, source code management, and release management procedures
• Excellent verbal and written communication skills
• Mentor offshore team members in Process and Delivery of work items within defined schedule
• Ability to be eloquent and present different point-of-view during production support and releases
• Code Management & working experience in GIT Hub, Azure DevOps or Similar • Working knowledge of Azure Data Factory and Azure Data Bricks
• ETL process and tools
• DevOps practices such as infrastructure as code, continuous integration and automated deployment.
• Spark or Hadoop or Hive (incl. derivatives like pySpark (preferred), Spark Scala or Spark SQL) or Similar.
• SQL queries & working experience in SQL code or Stored Procedures or Functions or Views or Similar
• Performance tuning, design or architecture of new solutions with Data Warehouse Architects
• Data warehouse working experience of concepts and development using SQL on single (SQL Server, Oracle or Similar) and parallel platforms (Azure SQL Data Warehouse Synapse or Snowflake)
Graduate in Computer Science, Data Science, or related field.
Choosing a digital partner is about more than capabilities — it’s about collaboration and character.
Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments.
At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations.
Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale.
Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact.
We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition.
At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward.
For more information, visit www.exlservice.com.
