* 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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