MCS Chennai

\### Strong Digital Data Operations Profile with DataDog Tool Experience is must

\### Candidate's Current CTC must be ₹ 11+LPA , only requested to apply

\-------------------------------------------------------------------------

Role & Responsibilities

Efficient Process & Communication:

* Develop, document, and roll out the incident support process for the marketing universe, including clear escalation paths and defined Service Level Agreements (SLAs).
* Person will be responsible for site health monitoring; specifically for Marketing pages for (all regions, US, latam. etc).
* Existing framework of datadog is setup for E-comm pages. Similar setup will be used for marketing pages. It will be preferred that the candidate has some experience in setting up framework for a new implementation.
* Map end-to-end user journeys in partnership with the Marketing team, identifying critical touchpoints and potential failure points.
* Establish a user journey priority matrix to guide incident escalation and triage.
* Regularly communicate with stakeholders, including weekly touchpoints with Marketing and monthly reporting on usage metrics and operational performance.

Proactive Monitoring:

* Design and implement synthetic monitoring to simulate key user journeys 24/7, promptly reporting deviations and incidents for investigation.
* Data Dog is used for RUM and synthetic monitoring. Data Dog is a mandatory tool. Person should have at least 2 years of experience in this tool (non-negotiable)
* Enable Real User Monitoring (RUM) across all marketing pages to capture data on performance (page load times, web-vitals), user behavior (heatmaps, device types, geography), and experience quality.
* Collaborate with the Global Command Center to onboard and train them on new support processes, monitoring tools, and priority matrices for incident response.
* Continuously extend monitoring coverage for new or modified pages and features within the marketing universe.

Data-Driven Operations:

* Develop and maintain dashboards (using PowerBI, Tableau, or similar tools) to visualize incident trends, SLA adherence, and usage metrics from both synthetic and real user monitoring.
* Person may optionally have experience in building PowerBi/ Tableau dashboard (Optional). If the person does not have this skill, the individual should be trainable in creating dashboard (Groomable)
* Analyze monitoring data to identify patterns, root causes, and opportunities for proactive improvements.
* Collaborate with internal teams (Commercial Engineering, Technology, Business Units) to ensure seamless integration of marketing forms/pages and proper transaction tracking.
* Leverage the in-house Digital Operations Monitoring Application for custom reporting and alerting needs.

Incident Management & Stakeholder Engagement:

* Act as the primary point of contact for major incidents impacting marketing pages, driving resolution and post-mortem analysis.
* This person is not responsible for resolving the incidence
* Engage with stakeholders to ensure transparency in incident status, resolution, and ongoing improvements.
* Participate in on-call rotations to support marketing pages during releases and critical windows.

Continuous Improvement:

* Identify and implement process improvements to drive operational excellence, reduce incident volume, and enhance customer experience.
* Stay abreast of new tools, technologies, and best practices in digital marketing operations.

Ideal Candidate

Qualifications & Experience (Must have):

* Bachelor’s degree in computer science, Information Systems, or a related field.
* 6+ years of experience in a digital operations or marketing operations role, with hands-on experience in monitoring, incident management, and process improvement.
* Strong understanding of synthetic and real user monitoring concepts and tools such as Data Dog and dashboard monitoring.
* Excellent communication, stakeholder management, and project management skills.
* Ability to work cross-functionally in a fast-paced, dynamic environment.
* Proven track record of driving operational excellence and continuous improvement.

Good to have:

* Demonstrated experience with reporting/analytics tools (e.g., PowerBI, Tableau)is optional
* ITIL certification is an asset.
* Adobe Analytics

Marketing strategies

Power BI

Tableau

Data

Operations

Support

Marketing operations

User journey mapping

Project management

Data analytics

Analysis

Customer Care

Partnership marketing

Incident management

Process improvement

Digital marketing

Windows Application

ITIL

Communications

Stakeholder management

Datadog

Adobe Analytics

Monitoring

Data Visualization

Heatmaps

Web Performance

Transactions

Senior Marketing Operations Manager (Datadog) | Client | Payroll | Full-Time | Full Remote-India | Budget: Open(Min. CTC- 9 LPA+) |YOE:  7-11