Deputy Manager - Data Science and Analytics

What are we looking for?

Cloud understanding (AWS/GCP) with basic troubleshooting capability

Team management and effective workload distribution

Strong production support background (incident/problem/change)

Experience with ticketing tools (ServiceNow, BMC Remedy, etc.)

Confident day-to-day decision making and task prioritization

Ensuring SLA compliance and end-to-end control on ticket resolution

Strong stakeholder communication and expectation management

Analytical and problem-solving mindset for quick issue resolution

Tactical handling of escalations and major incidents

Log/alert analysis using monitoring tools (CloudWatch)

Maintaining runbooks/SOPs and driving knowledge management

Basic scripting for automation (Python)

Understanding of API flows and upstream/downstream troubleshooting

What does the job entail?

Liaise with Business & Production Support team for Identifying the gaps & issue resolution

Adherence to issue resolution agreed TATs

Be on top of any open issues and guide the team to troubleshoot and close it

Establish a formal framework in the current production support team

Maintain regular communication between production support team and business unit and ensure co-ordination for service requests

Continuous Improvement - Identify areas for support automations & implement them

Coordinate with Business & Auditors for any Audits

Manage Production Support team for timely closures of service requests

Drive governance around support areas with Vendor

Work Experience

3-6 years

Essential Qualification

Bachelors

Preferred Skills

Root cause Analysis

Out of Box Thinker

Problem Solving Skills

Communication Skills

Presentation Skills

Analytical Skills

Stakeholder Management

Team Management