Production Support Manager

Fractal is a strategic AI partner to Fortune 500 companies with a vision to power every human decision in the enterprise. The Production Support Manager – Digital Operations is responsible for ensuring the stability, reliability, and performance of data platforms and digital solutions built on Azure, Databricks, and modern data engineering frameworks.

Responsibilities:

• Lead end-to-end production support for Azure-based data platforms ensuring high availability and reliability
• Manage incident, problem, and change management processes in alignment with ITIL practices
• Drive root cause analysis (RCA) and implement preventive measures for recurring issues
• Define and monitor SLAs, KPIs, and operational metrics for production systems
• Oversee data pipelines and workflows developed using Azure services (ADF, ADLS, Synapse, Databricks)
• Ensure optimal performance and maintenance of Databricks workloads and Spark jobs
• Collaborate with engineering teams for deployment, release management, and enhancements
• Monitor data platform health, usage, and cost optimization
• Establish and enforce data quality frameworks , rules, and validation processes
• Ensure adherence to data governance policies, standards, and compliance requirements
• Collaborate with data stewards and business teams to maintain data lineage, cataloging, and metadata management
• Implement controls for data accuracy, completeness, consistency, and timeliness
• Act as the primary point of contact for clients on production-related activities
• Provide regular status updates, incident reports, and service reviews to stakeholders
• Drive governance forums including weekly/monthly operational reviews (WOR/MOR)
• Manage expectations and escalations across business, technical, and leadership stakeholders
• Identify and drive automation opportunities in monitoring, alerting, and resolution workflows
• Implement proactive monitoring and observability frameworks
• Improve operational efficiency through process optimization and tooling enhancements
• Promote adoption of best practices in DevOps, DataOps, and MLOps

Requirements:

• Strong experience in Azure Data Engineering ecosystem (ADF, ADLS, Synapse, Azure SQL)
• Hands-on expertise in Databricks (PySpark, Spark optimization)
• Advanced proficiency in SQL for data analysis and troubleshooting
• Experience with data pipeline orchestration and workflow management
• Familiarity with monitoring tools and frameworks (Azure Monitor, Log Analytics, etc.)
• Experience in implementing data quality frameworks and validation checks
• Understanding of data governance, metadata management, and compliance standards
• Exposure to tools/processes related to data cataloging and lineage tracking
• Strong knowledge of ITIL processes (Incident, Problem, Change Management)
• Proven experience managing production environments and critical issue resolution
• Ability to lead support teams and manage escalation matrices
• Excellent client communication and stakeholder management skills
• Strong analytical, problem-solving, and decision-making abilities
• Ability to work in high-pressure environments and manage multiple priorities
• Leadership experience in cross-functional global teams
• 10+ years of experience in Data Engineering / Production Support / Digital Operations
• 3+ years in leadership or managerial role
• Bachelor's or Master's degree in Computer Science, Engineering, or related field
• Certifications in Microsoft Azure (Data Engineer Associate / Solutions Architect)
• Experience in Healthcare / Life Sciences domain (good to have)
• Exposure to DevOps tools (Azure DevOps, CI/CD pipelines)