| SRE Manager Onshore Support Lead(ETL Data Engineer) || Waltham, MA(Hybrid) at Waltham, Massachusetts, USA |
| Email: [email protected] |
| From: Mounika, Anveta Inc [email protected] Reply to: [email protected] Role: SRE Manager/Onshore Support Lead(ETL Data Engineer) Duration: 6+ Months Location : Waltham, MA(Hybrid) Job Description: As the Support Lead you will be responsible for overseeing client engagement, tracking SLAs (Service Level Agreements), SLIs (Service Level Indicators), and SLOs (Service Level Objectives), as well as documenting all requirements and tracking progress towards closure by effectively communicating with all stakeholders. Additionally, you will manage all employees, their shift rosters, and ensure the seamless operation of processes. Timely communication with business users regarding any delays, outages, or issues with reports and backend systems is crucial. You will also be responsible for implementing and managing an onshore/offshore support model in our projects. Typically oversees schedules and budgets to ensure P&L is in control. Responsibilities: Engage with clients to understand their requirements and expectations and ensure effective communication throughout the support process. Track SLAs, SLIs, and SLOs to ensure compliance and performance targets are met. Document all requirements and track progress towards closure by collaborating with stakeholders and help in defining SOP/SOM. Ensure client satisfaction and manage escalations, acting as a single point of contact to the client. Manage the delivery of the project/programme, including rigorous scope control and change management. Implement and manage an onshore/offshore support model, coordinating activities between teams in different locations. Communicate with business users in a timely manner regarding any delays, outages, or issues with reports and backend systems. Strong knowledge of any Cloud Data Engineering, Visualisation tools and provide support as needed. Continuously identify opportunities for process improvement and optimization to enhance efficiency and customer satisfaction. Demonstrated ability to troubleshoot and analyse issues. Requirements: Bachelors degree in computer science, Engineering, or a related field. Proven experience in a similar role, with a focus on client engagement, SLA management, and team leadership. Typically involves extensive interaction with various engineering, product development teams and other cross-functional teams. Ability to manage customer satisfaction, commitment, and expectations to high service levels and manage escalations adequately. Strong understanding of SLAs, SLIs, and SLOs, with the ability to track and ensure compliance. Excellent communication and interpersonal skills, with the ability to effectively engage with clients and stakeholders. Coordinate activities of the project teams through task delegation, resource assignment, programme management and performance management. Familiarity with Azure stack, Databricks, PowerBI, and Snowflake is a plus. Ability to work in a fast-paced environment and prioritize tasks effectively. Strong problem-solving skills and attention to detail. Nice to have: Knowledge of Azure stack, Databricks, PowerBI, and Snowflake. Certification in relevant technologies or methodologies (e.g., ITIL, Agile) is a plus. Keywords: Massachusetts SRE Manager Onshore Support Lead(ETL Data Engineer) || Waltham, MA(Hybrid) [email protected] |
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| Thu Apr 04 00:47:00 UTC 2024 |