Agile Programming Methodologies, Atlassian JIRA, Backlog Prioritization, Communication Skills, Continuous Improvement, Customer Support/Service, Establish Priorities, Help Desk, ITIL (IT Infrastructure Library), Incident Management, Operational Support, Operations Processes, Problem Solving Skills, Process Improvement, Scrum Product Owner, Scrum Project Management and Software Development, ScrumMaster, Service Level Agreement (SLA), ServiceNow, Systems Administration/Management, Technical Support, Time Management
Location: Onsite (Preferred)
Employment Type: Direct Hire
Overview:
We are seeking a Product Owner to lead and optimize the service desk function supporting the data operations team. This individual will act as the bridge between data infrastructure, support operations, and delivery, ensuring tickets, requests, and workflows are handled efficiently and aligned with business priorities.
This is a hands-on role for someone who understands both technical environments and operational processes, and can bring structure, visibility, and continuous improvement to a service-driven team.
Key Responsibilities:
- Own and manage the service desk backlog for data operations
- Act as Product Owner, facilitating standups, prioritization, and workflow management
- Coordinate and prioritize service desk tickets, incidents, and requests
- Partner with data engineering and infrastructure teams to ensure timely resolution of issues
- Define and improve processes, SLAs, and ticket workflows
- Provide visibility into team performance, bottlenecks, and delivery timelines
- Support light project management efforts related to data operations and infrastructure initiatives
- Ensure alignment between business needs and technical execution
Required Qualifications:
- 3-6+ years of experience in a Scrum Master, Product Owner, or similar delivery role
- Strong understanding of service desk/help desk operations
- Background in data infrastructure, system administration, or technical support environments
- Experience managing backlogs, tickets, and prioritization frameworks
- Familiarity with Agile methodologies and tools (Jira, ServiceNow, Scrum, etc.)
- Ability to communicate effectively with both technical teams and business stakeholders
Preferred Qualifications:
- Experience supporting data operations or data engineering teams
- Familiarity with incident management and SLA-driven environments
- Exposure to ITIL practices or service management frameworks
- Prior experience in enterprise or fast-paced operational environments
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EXOS (formerly Sondhi Solutions)