Analytics Operations Lead BI and Incident Management

We are seeking an Analytics Lead to serve as the primary onsite point of contact for Analytics, Business Intelligence, ETL, and Master Data Management (MDM) production support. The role will lead operational support across Matillion, Cognos, Power BI, Tableau, and MDM platforms while coordinating with business stakeholders, end users, offshore support teams, infrastructure, database, cloud, and application teams. The ideal candidate will have strong production support leadership, stakeholder management, incident coordination, and analytics platform experience with a strong focus on business impact and service quality.

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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.