Data Platform Managed Services & Operations Lead, Aladdin Data, Director

About this role Role Description We are looking for a Data Platform Managed Services & Operations Lead to manage the client experience and scale Data operations for both BlackRock teams and clients. This includes onboarding data pipelines, operational support, incident management and problem management. This role will manage the client experience and ensure high availability, reliability, and performance of enterprise data platforms while enabling seamless onboarding of new use cases and clients. You will act as the bridge between engineering, business stakeholders, and operations teams to deliver stable and scalable data services. Key Responsibilities Platform Operations & L1 Support · Lead and manage L1/L2 operations for the Data Platform. · Ensure 24x7 monitoring, alerting, and first-level incident response. · Define and track SLAs, SLOs, and KPIs for platform performance. · Drive operational excellence and continuous improvement · Maintain SOPs, runbooks, and knowledge repositories. · Support audits, compliance, and data governance initiatives. Pipeline & Use Case Onboarding · Own the end-to-end onboarding of data pipelines · Define standardized onboarding frameworks, checklists, and runbooks. · Coordinate with engineering, data teams, and business users for smooth go-lives. · Ensure compliance with security, governance, and quality standards. Client Servicing & Client Experience · Serve as the senior operations leader accountable for client experience across data delivery, onboarding, platform reliability, and incident management. · Own client-facing forums, service reviews, escalations, and operational deep-dives. · Ensure proactive, transparent, and high-quality communication to clients during incidents, maintenance & changes. · Build feedback loops to identify pain points, anticipate needs, and drive experience-enhancing improvements. · Govern client-impacting SLAs/SLOs and ensure consistent service quality across regions and teams. Transformation & AI-Driven Innovation · Lead the adoption of AI and automation across Data Platform Operations to drive efficiency, reduce manual effort, and improve service reliability. · Partner with engineering and product teams to implement AI solutions that enhance operational scalability and resilience. Incident/Problem Management · Lead/Triage incident management for the data platform. · Drive root cause analysis (RCA) and post-incident reviews and drive long-term remediation. · Ensure timely communication to stakeholders during incidents. · Work with platform engineering to eliminate systemic risks. · Improve MTTR (Mean Time to Resolve), problem resolution rate Team Leadership · Build and manage L1/L2 operations teams. · Provide coaching, training, and performance management. · Create a culture of accountability and customer focus. Required Skills & Qualifications · Strong understanding of data platforms (Cloud, Data Lakes, Warehouses, Streaming). · Experience managing ETL/ELT pipelines and orchestration tools. · Knowledge of monitoring and observability tools. · Exposure to cloud platforms (AWS/Azure/GCP preferred). · Understanding of data security, governance, and compliance · Strong experience in Incident, Problem, and Change Management. · Experience with ticketing and service management systems. · Proven track record of improving operational metrics. · Excellent stakeholder management and client experience skills. · Strong analytical and problem-solving abilities. · Ability to lead cross-functional teams. Our benefits To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about. Our hybrid work model BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship th ... (truncated, view full listing at source)