The BAU (Business as Usual) Data Support role plays a critical part in keeping our data & analytics platform and solutions running smoothly and effectively. Your role will be responsible as a support engineer for modern big data platform in handling various types of tickets such as incidents, service requests, and inquiries. This requires detail-oriented, customer-focused, problem-solving skills and a passion for delivering high-quality support in a timely manner.

Responsibilities:

Ticket Management:

• Act as the first point of contact for users facing issues related to data and reporting.
• Manage, track, and resolve incidents, service requests, and inquiries via the ticketing system.
• Classify and prioritize incoming tickets based on severity, impact, and urgency.
• Respond to and resolve user tickets in a timely and efficient manner.
• Escalate unresolved or complex issues to appropriate internal teams while maintaining clear communication with the users.

Incident Resolution:

• Diagnose, troubleshoot, and resolve data-related issues, including reporting errors, data discrepancies, and system malfunctions.
• Collaborate with other teams (data engineers, data scientists, data analysts, and other IT teams) to address complex issues.
• Provide clear and comprehensive updates to users on incident status and resolution timelines.
• Provide technical support to end-users via phone, email, chat, and ticketing system.

Service Request Fulfillment:

• Process user requests for new reports, data extracts, or updates to existing data views.
• Coordinate with relevant stakeholders to ensure requests are completed accurately and efficiently.

Inquiry Handling:

• Respond to user inquiries about reporting tools, data access, and system functionalities.
• Provide guidance and training to users on self-service reporting tools and best practices.
• Maintain an updated knowledge base for frequently asked questions and user guidance.
• Contribute to the development and maintenance of knowledge base articles.

Continuous Improvement:

• Analyze recurring issues and recommend changes to improve system stability and user experience.
• Collaborate with development and data teams to identify opportunities for automation and improved processes.
• Collaborate with other teams to improve system performance and user experience.
• Provide on-call support during evenings, weekends, or holidays as required.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Proficiency in SQL and database querying for troubleshooting and resolving data-related issues.
• Strong understanding of database management and concepts.
• Knowledge of data warehousing concepts and ETL processes.
• Experience with business intelligence and data visualization tools (e.g., Power BI, Oracle OBIEE, Oracle BIP).
• Familiarity with data visualization and reporting systems.
• Experience with cloud platforms (AWS, Azure, GCP, or Oracle Cloud).
• Strong analytical and problem-solving skills.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Ability to manage multiple tasks, prioritize effectively, and work under pressure.
• Strong customer service orientation and detail-oriented with a focus on delivering high-quality results.