MDM Application Service Manager – Informatica

Company Name: Willware Technologies

Job Title: MDM Application / Service Manager - Informatica
Experience: 8 Years
Relevant Experience: 4-5 yrs (in MDM)
Location: Remote
Timings - UK shift (1:00 PM - 10:00 PM) IST

Job Overview
We are seeking an experienced MDM Application / Service Manager to design establish
and manage a new Informatica MDM service within the organization. This role will be
responsible for defining the complete service frameworkincluding operating model
governance SOPs escalation mechanisms and communication structurefor an MDM
platform that is currently non-business-critical but strategically important for future growth.
The ideal candidate brings a strong blend of Informatica MDM technical expertise service
design process definition and stakeholder management and will play a key role in
evolving the MDM platform into a scalable enterprise-grade service.

Key Responsibilities:
Service Design & Setup
Define the MDM service model including service scope ownership service catalogue
entries and support structure.
Design and document comprehensive Standard Operating Procedures (SOPs)
covering:
Incident problem and change management
Release and deployment processes
Data onboarding match & merge survivorship and hierarchy management
Access control audits and compliance
Establish SLAs OLAs KPIs service dashboards and reporting mechanisms.
Define and maintain a clear Escalation Matrix with severity levels response
timelines ownership and communication paths.
Create and maintain RACI models and operating procedures across IT business and
vendor teams.

Service Operations & Platform Management:
Own end-to-end application and service management for the Informatica MDM
platform.
Act as the single point of accountability for service health availability and
performance.
Manage incidents major incidents root cause analysis and preventive actions.
Drive continuous service improvement and operational maturity.
Plan and manage upgrades patches releases and environment configurations.
Build and scale the MDM support and operations team as the service grows.

Governance Communication & Stakeholder Management
Establish and govern data stewardship and data governance operating processes.
Define workflows for data creation approval survivorship publishing and issue
resolution.
Own the communication framework for the MDM service including:
Stakeholder updates and service review meetings
Incident and major incident communications
Change and release notifications
Lead regular service reviews with business and IT leadership.
Serve as the primary escalation owner and coordinator during critical production
issues.

Required Skills & Qualifications:

Technical Skills
8-12 years of overall IT experience with 4 years of hands-on Informatica MDM
experience.
Strong working knowledge of:
Informatica MDM Hub IDD Match & Merge Provisioning Tool.

Data domain modelling (Customer Product Supplier Reference Data etc.)
Informatica Data Quality (preferred)
Experience with batch and real-time integrations (REST SOAP messaging).
Solid understanding of MDM architecture data lifecycle and survivorship concepts.

Service & Process Expertise
Proven experience in application or service management roles.
Strong ability to set up services from scratch including SOPs escalation models
governance and support frameworks.
Excellent verbal and written communication skills with the ability to:
Translate complex technical concepts for business stakeholders
Produce high-quality SOPs runbooks service documentation and executive
updates
Lead structured communications during major incidents
Hands-on experience creating and maintaining:
SOPs and runbooks
Escalation matrices and severity models
Service catalogues and operating models
SLA and KPI frameworks

Leadership & Stakeholder Skills
Strong stakeholder management and influencing skills across business IT and vendor
teams.
Ability to independently drive structure governance and discipline in a new or
evolving service.
Experience managing cross-functional and offshore/onshore teams.
Calm methodical and decisive approach during escalations and production issues.

Preferred Qualifications

Informatica MDM / IDQ certification.
ITIL Foundation or higher.
Experience setting up new application services platforms or Centres of Excellence
(COEs).
Exposure to cloud or hybrid MDM implementations.

Education
Bachelors or Masters degree in Computer Science Engineering or a related.

Required Skills:

Informatica MDMInformatica MDM HubIDD