Lead, Service Management - Data Operations

Job Classification:

Technology - Admin & Support

Are you interested in building capabilities that enable the organization with innovation, speed, agility, scalability and efficiency? The Global Technology/Chief Data Office team takes great pride in our culture where digital transformation is built into our DNA! When you join our organization at Prudential, you’ll unlock an exciting and impactful career – all while growing your skills and advancing your profession at one of the world’s leading financial services institutions.

Your Team & Role

As a Lead, Service Management Associate in the Data Management & Governance team under Prudential Chief Data Office (CDO) organization, you will partner with consumers, product owners, internal service delivery units, engineers and delivery professionals to manage, improve and support the operation of the Prudential Enterprise Data Governance suite of technology products & services ensuring an appropriate level of service is delivered. You will work and enhance the support solutions that enable us to deploy innovative products, services, and experiences to delight our customers! In addition to advanced technical expertise and experience you will bring excellent problem solving, communication and teamwork skills, along with agile ways of working, strong business insight, an inclusive leadership attitude and a continuous learning focus to all that you do.

Key responsibilities of the role:

• Provide operational support for enterprise data management and governance tools, including metadata catalog tools, MDM, data quality services, AI toolsets, AWS services, data pipelines, web applications, and reporting/dashboard implementations.
• Establish and monitor operational runbooks for enterprise data services, ensuring conformance to SLAs and handling failures or delays.
• Coordinate with infrastructure and corporate service teams on SLAs, communication, outage handling, and version upgrade management.
• Handle end-to-end support for tool/service outages, including severity level assessment, user communication, and engagement with the incident management team.
• Manage and progressively improve service levels provided by the enterprise data team to all Prudential groups.
• Implement automated processes for capturing system-level data to publish operational KPIs and create KPI visualization dashboards for leadership.
• Perform product/tool version management, coordinating with vendors and internal teams for version upgrades.
• Perform change control and configuration release management activities.
• Create and maintain documentation for service operations, CMDB data, and records management of systems and infrastructure details.
• Ensure secure management and systematic rotation of service account passwords in adherence to Info security policies.
• Collaborate with development and infrastructure teams to manage CI/CD pipelines for deployment.
• Create and maintain documentation for CI/CD processes, DevOps practices, and infrastructure configurations.
• Leverage  automated testing frameworks to ensure code quality and reliability.
• Prioritize, coordinate, and implement bug fixes and small enhancements for enterprise data tools.
• Ensure production deliverables are stable, scalable, and supportable, with well-defined handoff processes.
• Produce quality artifacts for runbooks and playbooks in support of enterprise data assets.
• Develop corporate platform standards and document solutions to support adoption.
• Bring a strong understanding of relevant and emerging technologies, coach team members, and embed learning and innovation.
• Configure application alerts, work with related teams to document and automate failure actions.
• Perform incident and event management, manage communications for application failures, and find resolutions.

The Skills & Expertise You Bring:

• Bachelor of Computer Science or Engineering or experience in related fields
• 10-15 years of Experience with problem & incident management, ITSM, change advisory boards, SLAs, KPI Reporting
• Experience in establishing a mature service ops management for an enterprise-level data management and governance operations and integration with diverse corporate data sources on numerous platforms.
• Strong understanding of ITIL framework and ITSM best practices.
• Experience with ServiceNow modules including Incident Management, Problem Management, Change Management, Asset Management, CMDB, and Service Catalog.
• Minimum of 3-5 years of experience in CI/CD and DevOps engineering
•  Proficiency in CI/CD tools such as Jenkins, bitbucket, Github, SonarQube and Artifactory
• Stay updated with the latest industry trends and tools to