Data Engineer (Operations and Support)

The purpose of this role is to ensure the effective operations and delivery of the D&A RUN support requests and issues as per standard operating procedure and complied with IT service management framework(SMF). This involves working closely with vendor IT D&A operations team to ensure day to day issues are closed timely. Also involves collaborating with cross-functional IT teams such as SAP and Applications, D&A wider team such as data architects, data modellers, data engineers, business analysts, business users for issue resolution, troubleshooting and deliver enhancement requests on-demand.

1. Assist the operations team in managing run tickets, incidents, and issues that require robust BA and business collaboration to ensure timely resolutions.
2. Act as a point of contact for operational support issues, providing quick response and effective solutions.
3. Facilitate service-now onboarding and D&A apps access provisioning for external vendor team members supporting the D&A platform operations. 
4. Be data and business domain proficient of the D&A solution use cases to enable efficient RUN ticket routing and coordination with wider D&A roles accordingly. 
5. Assist in project management tasks, such as defining project scopes, goals, and deliverables for major and minor enhancement projects. Ensure that enhancement projects are executed on time and within budget.
6. Collaborate with the delivery team to plan and execute both major and minor enhancements. Ensure that enhancements align with business needs and do not compromise the operational integrity of the systems.
7. Collaborate with wider D&A team, data engineers, business analysts, and IT teams to ensure data systems operate effectively and operation issues resolved.
8. Collaborate with various D&A stakeholders, and business teams to ensure clear communication and manage expectations in the regular calls per use case business team.
9. Provide regular updates to relevant stakeholders, including status reports on operational activities and performance.
10. Communicate effectively to ensure all team members are aligned with operational objectives.
11. Participate in trainings such as data literacy and knowledge-sharing activities to enhance the skills and expertise of the operations team.
12. Collaborate with wider D&A SMEs to ensure that all elements of service management framework items are followed up and self-assessments with evidence are gathered on-demand or during IT audit.
13. Ensure that IT security protocols and risk assessments are diligently followed in all operational activities. Participate in identifying and mitigating risks related to data and analytics operations.
14. Submit, Review/validate change requests to assess their impact on operational stability and efficiency. Ensure that changes are thoroughly tested and reviewed before production releases to minimize disruptions.
15. Maintain control over documentation for each operational service area within the data and analytics domain.
16. Keep documentation up to date, including runbooks, standard operating procedures, and compliance records.
17. All other job responsibilities as assigned.

Job Requirements

1. Minimum 5 years or more relevant experience.
2. Proven experience in IT operations and support, with a focus on data and analytics services.
3. Knowledge of ETL tools such as Talend, Data ware housing platforms such as snowflake, reporting tools such as Power BI, knowledge of Azure cloud and experience working in GIT/Azure Devops environment.
4. Strong knowledge of ITIL (Information Technology Infrastructure Library) foundation principles.
5. Previous experience in Agile project execution with scrum/kanban environment is desirable.
6. Excellent understanding of data security, privacy, and risk management practices, with the ability to implement and oversee these aspects effectively.
7. Demonstrated experience in collaborating with business analysts, stakeholders, and cross-functional teams to translate business needs into operational requirements.
8. Knowledge of change management processes and the ability to review and validate change requests to ensure smooth production releases.
9. A commitment to documentation and experience in maintaining controlled and up-to-date documentation for operational service areas.
10. Exceptional problem-solving skills and the ability to identify opportunities for optimization and operational efficiency gains.
11.  Strong communication and reporting skills, with the capacity to convey complex technical information to non-technical stakeholders.
12.  Continuous learning mindset, with a dedication to staying current with industry best practices, emerging technologies, and operational standards.
13. Adept at ensuring that all operational activities adhere to compliance requirements and industry best practices.
14. Proven ability to balance multiple tasks, set priorities, and adapt to changing requirements in a fast-paced environment.
15. Relevant certifications such as ITIL and Agile PM foundations are advantageous.
16. Knowledge of SAP or ERP fundamentals is desirable