Manager Data Platform & Analytics Operations

Manager Data Platform & Analytics Operations

Own regional support operations and act as the primary point of contact, ensuring end-to-end ticket lifecycle management and effective coordination between business and IT teams.

Drive incident management and prioritization by enforcing P1–P4 standards, monitoring queues, and ensuring timely resolution and escalation of critical issues.

Manage stakeholder communication, serving as the key interface between business and support teams while maintaining high customer satisfaction.

Ensure service delivery and SLA compliance through KPI tracking, quality ticket handling, and proactive issue resolution.

Lead problem management and continuous improvement, identifying recurring issues, driving root‑cause analysis, and optimizing support processes.

Enforce governance and standardization, ensuring adherence to ITIL practices and consistent ticket handling across regions.

Collaborate with development and project teams to resolve defects, implement enhancements, and ensure smooth transitions into support operations.

Lead and support the team, guiding L1/L2 resources, promoting knowledge sharing, and fostering a culture of accountability and service excellence.

• Strong understanding of Incident Management and ITIL frameworks.
• Excellent stakeholder communication and relationship management.
• Ability to manage high‑pressure situations and critical incidents.
• Strong analytical and problem‑solving skills.
• Experience in service delivery and operations management.
• Proficiency with ticketing tools (e.g., JIRA, Service Now).
• Bachelor’s degree in IT, Business, or a related field.
• Several years of experience in IT support or operations.
• Experience in incident management or service delivery roles.
• Prior leadership or coordination experience is preferred.

PUMA provides equal opportunities for all job applicants, regardless of race, color, religion, national origin, sex, gender identity or expression, sexual orientation, age, or disability. Equality for all is one of the core principles at PUMA and we do not tolerate any form of harassment or discrimination.