Perfil buscado (Hombre/Mujer)

Major / Key AccountabilitiesMain Assignments:

• Lead the global Data & Analytics support function across L1, L2, and L3.
• Manage internal/external support resources, including hiring, training, and performance oversight.
• Define and enforce global support governance for incident, problem, and change management.
• Ensure stability of platforms such as Snowflake, Power BI, DBT, pipelines, and integrations.
• Own the Support Roadmap to improve automation, monitoring, documentation, and KPIs.
• Lead critical incident response, RCA, fix deployment, and stakeholder communication.
• Maintain SLAs, service catalog, escalation paths, and vendor engagement models.
• Serve as key point of contact for business stakeholders on service levels and operational performance.
• Collaborate with Platform, Engineering, Data Quality, and Delivery teams on release readiness and hypercare.
• Deploy new operational capabilities including monitoring tools, automation, and governance processes.

Other Assignments:

• Support global programs requiring operational alignment.
• Provide operational input for platform transformation and architecture evolution.

Measures:

• Platform uptime %, pipeline success rate, BI refresh success.
• MTTA, MTTR, and recurring incident reduction.
• SLA compliance and user satisfaction.
• % incidents resolved at L1/L2 and knowledge base coverage.
• Documentation completeness and governance adherence.

Scope: Global Data & Analytics ecosystem, including:

• Snowflake data platform
• Power BI & Visualization layer
• DBT transformations
• Data pipelines & orchestrations
• API & application integrations
• Data Quality & Monitoring solutions
• Metadata, Glossary, Governance tools

Authority / Decision Making:

• Own the Global Support Roadmap for D&A platforms.
• Define scope and escalation governance for operational support.
• Sign-off operational readiness for releases.
• Recommend vendor tools and operational capabilities.
• Enforce global SLAs and service frameworks.

Challenges:

• Operating across multiple time zones and cultures.
• Managing high‑impact incidents in a dynamic environment.
• Maintaining stability in complex D&A architecture.
• Balancing reactive support with long-term improvements.
• Navigating conflicting stakeholder priorities.
• Driving change adoption for modern data platforms.
• Managing ambiguity due to evolving procedures.

Key Contacts: Internal:

• Data Engineering, Architecture, Data Quality, Visualization, Delivery
• Business Translators / Product Owners
• Regional IT teams and Data Stewards
• Cybersecurity, Integration, and Infrastructure teams

External:

• Third‑party vendors, managed services, cloud providers
• Consulting partners supporting D&A operations

• International end client company
• Global projects

RequirementsEducation - Required:

• Bachelor´s or Master´s degree in Computer Science, Information Systems, Engineering, or similar.

Appreciated:

• ITIL certification (Foundation or above)
• PMP/Prince2/Agile certifications
• Experience in industrial or manufacturing organizations

Experience - Required:

• 10+ years in IT support, operations, or platform reliability roles.
• Leadership in multi‑regional, multi-stakeholder environments.
• Managing L1-L3 support for data/analytics platforms.
• Strong incident, problem, and change management.
• Experience with Snowflake, Azure/AWS/GCP, BI platforms.
• KPI, SLA, and operational metrics ownership.

Appreciated:

• Experience in Data Governance, QA automation
• Experience in engineering, BI, or SRE/DevOps environments

Skills

• Leadership and people management.
• Deep knowledge of SLAs, ITIL, operational processes.
• Strong cloud/data architecture understanding.
• Expertise in RCA, monitoring, and automation.
• Strong communication and vendor management.

Languages Required

• English
• Spanish

Global manufacturing company with over 10000 employees across 50 countries.

- Permanent position

- Salary aligned with your experience

- Growth opportunities

- International and global projects