Support Lead

Support Lead

They will ensure that data incidents are resolved in an efficient manner and BAU activities and changes are planned and co-ordinated to ensure minimal disruption to our platform users. This role will require co-ordination with the technical product ownership and DevOps engineering disciplines.

Responsibilities

Lead the data support function, taking responsibility for our team, outsourced partners and offshore resources
* Implement service standards, developing common systems and processes based on industry best practice
* Ensuring incident and SLA targets are met and all support documentation is adequate, up to date and available
* Interact with the Head of Bureau to ensure education, support and development of the business data users
* Accountable for ensuring that all starters, leavers and movers are managed according to IT policy and process.
* Responsible for the evaluation and documentation of risks to the integrity of the data platform support service
* Accountable for Problem Management and ongoing incidents, ensuring effective diagnosis and trend analysis
* Accountable for identifying underlying root causes and facilitating their documentation and resolution.
* Responsible for the configuration and use of the IT service management tool for reporting and IT metrics
* Co-ordinating the off-shore helpdesk, ensuring all requests for support are logged and progressed
* Ensuring data platforms, systems and data products are running in line with the needs of the organisation

Experience

IT-related qualification (service management or IT qualifications, e.g. Microsoft Certifications)
* Experience of managing people and processes within dynamic and fast-moving data environments.
* Experience in IT service standards and managing IT processes and policies with offshore partners
* Experience of KPI's creation, performance management and leadership of data-related support functions
* Exposure to JIRA, SLA/OLA management, Tier-3 support activities and cloud data platforms desirable.
* Proven experience working with data engineering, data analytics or data science In a support leadership role

Project People is acting as an Employment Agency in relation to this vacancy.