Database Service Lead

Database Service Lead – Job Description

Role Purpose

Own end-to-end delivery governance for Database Platform Support across SQL Server, Azure SQL, PostgreSQL and Oracle. The role is accountable for service governance, SLA/KPI adherence, stakeholder engagement, shift coverage governance, escalation management, reporting, operational excellence and continuous improvement.

Engagement Context Database Platform Support is a managed L1/L2 operations engagement supporting SQL Server, Azure SQL, PostgreSQL and Oracle. The support model is 24x7 including weekends and focuses on monitoring, incident triage, operational tasks, backup monitoring, change support, vulnerability remediation support, SOP/playbook execution and timely escalation to L3/Engineering for non-SOP or design-level work.

Mandatory Skills

• 10+ years in infrastructure/database managed services or service delivery
• Experience managing 24x7 operations and production support teams
• Strong knowledge of ITIL, incident/problem/change management
• Experience governing SLA/KPI performance and service reporting
• Ability to manage customer escalations and executive communications
• Working understanding of SQL Server/Azure SQL/PostgreSQL/Oracle operations

Good-to-Have Skills

• Experience in SOX/HIPAA audit support
• Exposure to database migration/support transition programs
• Experience managing fixed-price managed service engagements
• Knowledge of Jira, ServiceNow, xMatters, Slack/Teams-based support operations

Key Responsibilities

Service Governance

• Own overall database support delivery across L1/L2 operations
• Govern P1-P4 SLA compliance, KPI/CPI performance and service risks
• Conduct weekly operational reviews and monthly governance reviews
• Review ticket, alert, xMatters and Slack volume trends
• Govern major incident coordination and escalation processes
• Track onboarding, KT, shadow support, stabilization and operational readiness activities

Customer & Stakeholder Management

• Act as primary delivery escalation point
• Present service reports, dashboards, risks and improvement plans
• Coordinate with Walmart stakeholders and Brillio delivery leadership
• Ensure timely communication for major incidents, service risks and dependencies

Resource & Delivery Management

• Govern 24x7 shift coverage and backup coverage
• Plan resource capacity against agreed workload baseline
• Drive skill planning, succession planning and cross-skilling
• Monitor productivity, utilization and role coverage

Continuous Improvement

• Drive RCA closure and problem trend reduction
• Improve SOP/playbook maturity and knowledge management
• Identify automation/service improvement opportunities
• Support change request discussions for sustained volume or scope changes