Data Operations Analyst

About the role:

We are seeking a Senior Data Operations Analyst to lead day-to-day operational support for an enterprise data platform. This role will act as the primary operational lead, oversee support queues, manage critical incidents, drive process improvements, and maintain stakeholder communication.

Key Responsibilities:

• Lead daily data operations support activities.
• Manage ticket prioritization, workload balancing, and escalations.
• Act as the primary escalation point for critical incidents.
• Coordinate with platform teams, application owners, and business stakeholders.
• Review and ensure SLA adherence.
• Drive incident management and root-cause analysis activities.
• Establish operational runbooks and support processes.
• Maintain applications and ownership inventory.
• Generate service performance reports and dashboards.
• Support governance, compliance, and audit requirements related to data access and sensitive information.

Required Skills:

• 6+ years of experience in Data Operations, Application Support, or Production Support.
• Strong experience with JIRA-based support operations.
• Working knowledge of:
• Snowflake
• Power BI
• Qlik
• Data Warehousing concepts
• Incident Management and Service Delivery experience.
• Strong stakeholder management skills.
• Experience handling production-critical support environments.

Preferred Skills:

• ITIL Foundation certification.
• Experience supporting healthcare or life sciences customers.
• Exposure to PHI/PII governance and access controls.
• Basic SQL troubleshooting capability.
• Experience building operational dashboards and KPIs.