Why Mizuho
At Mizuho, we provide the stability of an international industry leader with the career trajectory of a growing business. Our steady, strategic growth gives our people at all levels rewarding degrees of responsibility and richer work experience than a boutique firm or an established giant could offer alone.
It's the local expertise of our employees that makes our global network so powerful. By collaborating with colleagues and clients who share the same ambition and drive, you can amplify your sphere of influence and base of knowledge as part of one of the largest banks in the world.
Support Director is responsible for leading production support for across system integrations, ELT pipelines into the data warehouse (Snowflake & Databricks) and the data analytics platform overseeing a multi-level support function (L1/L2/L3), and ensuring reliable delivery through disciplined change, incident, and problem management. Partners with engineering, operations, and business stakeholders to manage risk, drive continuous improvement, and consistently meet service levels.
- Accountable for end-to-end change, incident, and problem management; drives quality, risk management, and continuous improvement aligned to corporate goals, standards, and timelines.
- Leads ELT production support for the business-segmented pipelines into the Snowflake data warehouse; manages team capacity, on-call coverage, and escalations; and partners with engineering, operations, and stakeholders to prioritize work, manage risk, and meet SLAs.
Essential Responsibilities/Duties:
- Provide L2 support for daily ELT processing (Bank, Securities, other), including proactive monitoring and stakeholder communications.
- Provide L2 support for change management (Bank, Securities, other), ensuring controls, approvals, and release readiness.
- Manage after-hours on-call support on a defined rotation; participate in planned weekend activities as required.
- Maintain and support runbooks and operating procedures for L1/L2/L3 teams; set standards for documentation quality and knowledge management.
- Lead operational support for Databricks batch pipelines and Jobs to ensure reliable scheduling and end-to-end batch processing.
- Analyze Tidal job and pipeline trends; debug Python/PySpark failures; troubleshoot data/performance issues; and drive incident resolution to meet SLAs.
- Monitor support channels for developer/support requests; assist with incident resolution and change request intake.
- Monitor cloud service status pages and communicate incidents/outages to stakeholders.
- Review Git release repositories ahead of weekly deployments to confirm required files are included.
- Verify merge requests are tested and signed off in non-production environments prior to release.
- Produce weekly reports on change assignments (merge requests and scheduler updates).
- Communicate weekly change releases to stakeholders.
- Lead incident and problem triage with partner teams to prioritize work, assign ownership, manage escalations, and meet SLAs.
- Coordinate support across internal partner providers.
- Ensure SLAs and priorities are met.
- Respond appropriately based on incident severity.
- Ensure change, incident, and problem management processes are followed.
- Perform troubleshooting and root cause analysis to identify underlying issues.
- Manage L1 escalations (incidents, requests, changes), lead major incident response, and coach analysts on troubleshooting and process adherence.
- Escalate to the Service Manager as needed.
- Coordinate across teams to drive resolution.
- Ensure timely closure of change requests, incidents, and problem tickets.
- Own timelines, scheduling, and delivery for weekly and emergency changes.
- Publish and review ELT job trend analysis to identify and drive improvements.
- Ensure follow-up activities for weekly changes are completed, including scheduling and ongoing status reviews with stakeholders.
- Maintain and enhance Power BI operational reports.
- Identify and drive continuous improvement opportunities to strengthen standards, processes, and procedures.
- Identify and drive KPI metric reporting, to include MTBF, MTTR, MTTF, MTTA, FCS
Required technical skills:
- Orchestration: 8+ years of experience with Python scripting and automation.
- Windows: basic scripting and Active Directory knowledge.
- Snowflake: knowledge of Snowflake and 6+ years of SnowSQL scripting experience.
- Tools: GitHub, Jira, Confluence, and Power BI report development.
- Microsoft 365: strong working knowledge.
- ServiceNow: 8+ years of relevant experience.
- Job scheduler: 6+ years of experience re-running/forcing jobs, capturing sysout, troubleshooting agent issues, and creating jobs/batches (Tidal experience preferred).
- Cloud: general knowledge of Azure, infrastructure, and Cloud/SaaS business applications.
- Windows administration: basic knowledge.
Experience and education:
- 6+ years managing similar support teams.
- 15+ years of experience in the financial services industry.
- Bachelor's degree in Computer Science (or equivalent).
- ITIL certification preferred.
Company Overview:
Mizuho Pune is an integral part of Mizuho Financial Group, one of the world's leading financial institutions with a strong global presence across the Americas, EMEA, and Asia. Based in India, Mizuho Pune supports Mizuho's international businesses by delivering high-quality, scalable, and resilient services across multiple functions.
Mizuho Pune plays a critical role in driving operational excellence, standardization, and innovation for Mizuho Americas. By combining deep domain expertise with strong process, technology, and analytical capabilities, it partners closely with regional and global teams to support corporate and investment banking, capital markets, and corporate services functions, while adhering to the highest standards of risk management, regulatory compliance, and control.
Mizuho Pune offers competitive compensation and benefits package aligned with industry standards and local market practices.
Mizuho Pune is an equal opportunity employer and is committed to fostering an inclusive and diverse workplace.
Employment is subject to applicable background verification checks in accordance with Indian laws and company policies.
https://www.mizuhogroup.com/asia-pacific/mizuho-global-services/careers
