Service Manager

Job Summary

Service Manager role for an MNC hybrid work model with day shift focusing on end to end support of enterprise data integration and digital services using ETL Node JS and JavaScript while ensuring stable and secure delivery of applications and interfaces that support cards and payments processes and provide high reliability for global business operations.

Responsibilities

• Manage end to end stability of services built on ETL Node JS and JavaScript technologies to ensure consistent high availability and business continuity for critical applications in a hybrid work setup.
• Monitor production environments using defined observability tools to detect incidents early and minimize downtime for systems supporting data integration and digital transaction services.
• Coordinate incident triage across cross functional technology and business teams to ensure timely impact assessment clear communication and effective resolution of service disruptions.
• Drive root cause analysis for recurring incidents by reviewing logs data flows and service dependencies to identify structural issues and reduce future service interruptions.
• Define and maintain operational runbooks standard operating procedures and knowledge articles so that support teams can handle incidents and requests with consistent quality.
• Collaborate with development and testing teams to plan deployments and releases for ETL Node JS and JavaScript services ensuring that changes are safe reversible and aligned with change management policies.
• Track service performance through metrics such as response time error rates and throughput to identify capacity needs and continuously improve user experience.
• Engage with stakeholders such as product owners business analysts and operations teams to understand service expectations translate them into support priorities and manage service level targets.
• Coordinate problem records and change requests within the service management system to keep configuration information accurate and audit ready at all times.
• Guide process improvements in incident problem and change management by identifying gaps refining workflows and encouraging adoption of best practices within the service operations context.
• Oversee adherence to security compliance and data privacy controls within ETL and application services including access policies logging practices and secure configuration standards.
• Provide clear regular reporting on service health open risks and improvement initiatives to management and stakeholders to improve transparency and decision making.
• Assist in planning and supporting non production environments including integration testing and user testing environments so that delivery teams can release features smoothly.
• Partner with vendors and internal platform teams for upgrades patches and infrastructure optimization activities that affect service quality.

Qualifications

• Possess professional experience of between six and nine years in application or service management with strong exposure to enterprise environments and structured service management processes.
• Apply hands on knowledge of ETL concepts data transformation workflows and scheduling to support and optimize data pipelines used by business applications.
• Use practical experience with Node JS based services to understand common issues performance characteristics and operational needs when supporting modern web and integration applications.
• Use practical experience with JavaScript in both frontend and backend contexts to troubleshoot issues collaborate with engineers and ensure that service changes are technically sound.
• Demonstrate familiarity with cards and payments processes such as transaction flows settlement and reconciliation which helps in understanding business impact and prioritizing incidents effectively.
• Leverage knowledge of ticketing tools and configuration databases to maintain accurate service records and support efficient traceability for audits.
• Utilize strong communication and documentation skills to create clear runbooks status reports and stakeholder updates within a diverse global team.
• Employ analytical thinking and problem solving skills to interpret logs metrics and user feedback in order to propose meaningful service improvements.
• Apply awareness of secure coding and operational security practices to support initiatives that protect customer data and comply with regulatory expectations in financial services contexts.