Manager - Data and Analytics Support

Manager - Data and Analytics Support
We are seeking a highly skilled and motivated Manager to support our applications in the "Data and Analytics" space. The ideal candidate will be responsible for managing a dynamic team of engineers across three critical areas: Business Intelligence, ETL, and Replication Technology. This role is pivotal for ensuring seamless operations, meeting service level agreements (SLA), and driving continuous improvements.

Key Responsibilities

• Team Management: Lead and manage a team of engineers responsible for application support, adhering to ITIL processes. This includes setting performance goals, conducting regular appraisals, and providing ongoing training and development to team members.
• Day-to-Day Operations: Oversee daily support activities, ensuring adherence to SLA targets and Mean Time to Repair (MTTR) metrics. This also involves meticulous monitoring and reporting of system performance, identifying potential issues before they impact operations.
• Incident Management: Handle escalations, drive Root Cause Analysis (RCA), and work closely with the engineering teams to implement fixes. Develop and maintain incident response protocols to ensure timely and effective resolution of issues.
• Continuous Improvement: Focus on process improvements and efficiency gains within the support operations. Implement best practices and innovative solutions to enhance the reliability and performance of data and analytics applications.
• Collaboration: Work with cross-functional teams to ensure smooth operation and timely resolution of issues. This includes coordinating with product managers, developers, and QA teams to align support activities with broader business objectives.
• Knowledge Management: Develop and maintain a comprehensive knowledge base for the support team. Ensure documentation of processes, procedures, and resolutions is up-to-date and easily accessible to team members.
• Monitoring: Implement and oversee monitoring tools and practices to ensure the health and performance of data and analytics applications. Proactively identify and address potential issues to minimize downtime and service disruptions. Qualifications

Qualifications

• Education: Bachelors degree in Computer Science, Information Technology, or a related field. An advanced degree in a relevant discipline is a plus.