Informatica Service Manager

Job Title: MDM Application / Service Manager –
Informatica (New Service Setup)

Job Summary

We are looking for an experienced MDM Application /
Service Manager to define, establish, and manage a new Informatica MDM
service within the organization. This role will be responsible for setting
up the complete service framework, operating model, SOPs, governance,
escalation matrix, and communication model for an MDM application that is
currently non business -critical but strategic for future growth.

The ideal candidate will combine strong Informatica MDM
technical knowledge with excellent service design, documentation,
stakeholder communication, and operations management skills, and will play
a key role in maturing the MDM platform into a scalable enterprise service.

Key Responsibilities

Service Definition & Setup

• Define
  the MDM service model including service scope, ownership, service
  catalog entries, and support model.
  
• 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
  management, 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 & Management

• Own
  end -to -end application and service management for the Informatica
  MDM platform.
  
• Act
  as the single point of accountability for MDM service health,
  availability, and performance.
  
• Manage
  incidents, major incidents, root cause analysis, and preventive actions.
  
• Drive
  continuous service improvement and operational maturity.
  
• Plan
  and execute upgrades, patches, releases, and environment management.
  
• Build
  and manage an MDM support / operations team as the service scales.
  

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 reviews
  
• Incident
  and major incident communications
  
• Change
  and release notifications
  
• Lead
  regular service review meetings with business and IT leadership.
  
• Serve
  as the primary escalation owner and coordinator during critical issues.
  

Required Skills & Qualifications

Technical Skills

• 8–12
  years of IT experience with strong exposure to Informatica MDM (minimum 4–5 years).
  
• Strong
  understanding of:
  
• Informatica
  MDM Hub, IDD, Match & Merge, Provisioning Tool
  
• Data
  domain modeling (Customer, Product, Supplier, Reference Data, etc.)
  
• Informatica
  Data Quality (preferred)
  
• Experience
  with batch and real -time integrations (REST / SOAP / messaging).
  
• Good
  understanding of MDM architecture, data lifecycle, and survivorship
  concepts.
  

Service, Communication & Process Skills

• Proven
  experience in application / service management or platform
  ownership roles.
  
• Strong
  capability to define services from scratch, including SOPs,
  escalation models, governance, and support frameworks.
  
• Excellent verbal and written communication skills with the ability to:
  
• Communicate
  complex technical topics to business stakeholders
  
• Prepare
  high -quality SOPs, runbooks, service documents, and executive updates
  
• Lead
  crisis communications during major incidents
  
• Hands -on
  experience creating and maintaining:
  
• SOPs
  and runbooks
  
• Escalation
  matrices and severity models
  
• Service
  catalogs and operating models
  
• SLA
  / KPI frameworks
  

Leadership & Stakeholder Skills

• Strong
  stakeholder management and influencing skills across business, IT, and
  vendors.
  
• Ability
  to independently drive structure and governance in a new / evolving
  service.
  
• Experience
  managing cross -functional and offshore / onsite teams.
  
• Calm,
  structured, 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 / COEs.
  
• Exposure
  to cloud or hybrid MDM implementations.
  

Education

• Bachelor’s
  / Master’s degree in Computer Science, Engineering, or related discipline.
  

If you want, next I can:

• Create
  a short hiring version (JD for Naukri / LinkedIn)
  
• Add
  a CTC band & seniority mapping (Manager / Sr. Manager)
  
• Prepare
  an Interview Panel Evaluation Sheet
  
• Draft
  a sample Escalation Matrix + SOP outline that this role would own
  

This role is very strategic — perfect to ensure the MDM
service matures smoothly without operational risk.