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 nonbusiness-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

812 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.