Job Description

Job Title: MDM Application / Service Manager - Informatica (New Service Setup)
Experience: 8-12 Years
Location: Bangalore (or as applicable)
Employment Type: Full-time
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.

Skills Required