International end client company
Global projects
Global manufacturing company with over 10000 employees across 50 countries.
Major / Key Accountabilities Lead the global Data & Analytics support function across L1, L2, and L3.
Manage internal/external support resources, including hiring, training, and performance oversight.
Define and enforce global support governance for incident, problem, and change management.
Ensure stability of platforms such as Snowflake, Power BI, DBT, pipelines, and integrations.
Own the Support Roadmap to improve automation, monitoring, documentation, and KPIs.
Lead critical incident response, RCA, fix deployment, and stakeholder communication.
Maintain SLAs, service catalog, escalation paths, and vendor engagement models.
Serve as key point of contact for business stakeholders on service levels and operational performance.
Collaborate with Platform, Engineering, Data Quality, and Delivery teams on release readiness and hypercare.
Deploy new operational capabilities including monitoring tools, automation, and governance processes.
Other Assignments Support global programs requiring operational alignment.
Provide operational input for platform transformation and architecture evolution.
Measures Platform uptime %, pipeline success rate, BI refresh success.
MTTA, MTTR, and recurring incident reduction.
SLA compliance and user satisfaction.
% incidents resolved at L1/L2 and knowledge base coverage.
Documentation completeness and governance adherence.
Scope Snowflake data platform
Power BI & Visualisation layer
DBT transformations
Data pipelines & orchestrations
API & application integrations
Data Quality & Monitoring solutions
Metadata, Glossary, Governance tools
Authority / Decision Making Own the Global Support Roadmap for D&A platforms.
Define scope and escalation governance for operational support.
Sign-off operational readiness for releases.
Recommend vendor tools and operational capabilities.
Enforce global SLAs and service frameworks.
Challenges Operating across multiple time zones and cultures.
Managing high-impact incidents in a dynamic environment.
Maintaining stability in complex D&A architecture.
Balancing reactive support with long-term improvements.
Navigating conflicting stakeholder priorities.
Driving change adoption for modern data platforms.
Managing ambiguity due to evolving procedures.
Key Contacts: Internal Data Engineering, Architecture, Data Quality, Visualisation, Delivery
Business Translators / Product Owners
Regional IT teams and Data Stewards
Cybersecurity, Integration, and Infrastructure teams
External Third-party vendors, managed services, cloud providers
Consulting partners supporting D&A operations
Permanent position
Salary aligned with your experience
Growth opportunities
International and global projects
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