- 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 integral 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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