Overview

Level 2 operations role for data and analytics platforms.

Key Responsibilities

• Support the client's data and analytics platforms, with Power BI and Tableau at the core.
• Resolve L2 incidents and escalate to L3 when needed.
• End-to-end incident management, from L1.5 escalation to closure.
• Fix L2 production break-fix issues. Escalate to L3 with findings.
• Analyse application stability and tune performance.
• Manage user access to data platforms.
• Track software licences and expiry dates.
• Work with admin teams on user, space and server patch queries.
• Join RCA and Defect Elimination Plan (DEP) reviews.
• Keep ServiceNow tickets current, with clear resolution and closure notes.
• Update SOPs and knowledge-base articles.
• Work with Database, Hosting, IDAM and Network on cross-tower issues.

Required Skills

• AWS (primary) - 2
• Fivetran, AWS Glue - 2
• Airflow - 2
• Snowflake - 3
• DV Engine(Inbuilt) - 2
• DBT - 3
• Power BI, Tableau - 2
• Informatica MDM - 2
• Datadog, Cloud-native monitoring/alerting tools (e.g., AWS CloudWatch) - 2
• Terraform, Github - 2
• Service Now - 3
• Jira - 2
• Google Big Query, Databricks - 2
• MCP - Good to have

Experience

• 12 Years of L2 data platform support experience
• 24x7 support environment
• Tableau or Power BI administration: access, data sources and refresh failures
• Production break-fix and escalation
• Licence and access management
• Working SQL knowledge
• ITSM incident, problem and change processes
• Clear written and spoken English

Certifications

• Microsoft PL-300 (Power BI Data Analyst)
• Tableau Desktop or Server certification
• Snowflake SnowPro Core
• DBT and Fivetran certification
• Snowflake SnowPro Advanced: Administrator