Analytics Lead

Key Responsibilities

• Act as the primary onsite point of contact for Analytics, BI, ETL, and MDM production support.
• Lead support activities across Matillion, Cognos, Power BI, Tableau, and MDM platforms.
• Coordinate between end users, business stakeholders, offshore support teams, infrastructure, database, cloud, and application teams.
• Own daily operational health and ensure critical issues receive appropriate attention.
• Conduct daily support reviews covering open incidents, aging tickets, SLA risks, production failures, and business-impacting issues.
• Establish clear ownership and escalation paths for production issues.
• Ensure effective handoffs between onsite and offshore support teams.
• Participate in major incident and business-critical production issue management.
• Serve as the first escalation point for business users experiencing analytics or reporting issues.
• Understand business impact and user needs rather than treating requests purely as technical tickets.
• Maintain proactive communication with users throughout the ticket lifecycle.
• Set realistic expectations regarding investigation and resolution timelines.
• Confirm resolution with users before ticket closure where appropriate.
• Identify recurring user issues and develop FAQs, knowledge articles, training materials, and process improvements.

• Experience leading production support for Analytics, BI, ETL, and/or MDM environments.
• Strong hands-on or working knowledge of analytics and BI platforms such as Power BI, Tableau, Cognos, and Matillion.
• Experience coordinating support across onsite, offshore, infrastructure, database, cloud, and application teams.
• Strong incident management, escalation, issue ownership, and operational support skills.
• Experience conducting daily operational reviews and tracking incidents, aging tickets, SLA risks, and production failures.
• Strong stakeholder and end-user management skills with a business-focused approach to issue resolution.
• Excellent communication, coordination, and problem-solving skills.
• Ability to manage major incidents and business-critical production issues.
• Strong documentation and knowledge-management skills.

• Experience supporting enterprise-scale analytics and reporting environments.
• Experience with MDM platforms and production data environments.
• Experience working with distributed onsite and offshore support teams.
• Experience developing FAQs, knowledge articles, training materials, and operational processes.
• Experience with SLA management, service reviews, and continuous improvement initiatives.
• Experience working in cloud-based analytics and data environments.