Data & Analytics Support Team Lead

Richemont

ROLE OVERVIEW

The Team Lead, Data & Analytics Support will be responsible for establishing and leading a new support pillar within the Group Technology Data & Analytics team. This role will focus on the operational management of data and analytics support services, ensuring timely and effective resolution of issues, adherence to service level agreements (SLAs), and seamless coordination with regional and local support teams. The ideal candidate will possess strong leadership skills, a solid understanding of IT, data, and delivery processes, and the ability to manage both onsite and offshore support engineers.

• Team Leadership and Management:
• Build, mentor, and manage a team of Data & Analytics Support Engineers.
• Provide guidance, training, and performance feedback to team members.
• Foster a collaborative and results-oriented team environment.

Support Operations Management:

Lead the transition of support operations to a new offshore team.

Establish and maintain a robust support process for data and analytics platforms, models, and pipelines.

Oversee the ticketing system, ensuring timely and accurate logging, prioritization, and resolution of support requests.

Monitor and enforce adherence to SLAs, proactively identifying and addressing potential issues.

Develop and maintain documentation related to support processes, troubleshooting guides, and knowledge base articles.

Coordination and Communication:

Serve as the primary L3 point of contact for data and analytics support issues.

Coordinate with regional and local support teams to ensure consistent and effective support services globally.

Communicate effectively with stakeholders, providing regular updates on support performance and key issues.

Escalate critical issues to the appropriate teams and stakeholders in a timely manner.

Process Improvement:

Identify opportunities to improve support processes and enhance the overall efficiency of the support function.

Implement best practices for incident management, problem management, and change management.

Contribute to the development and maintenance of standard operating procedures.

Vendor Management:

Manage relationships with external (offshore) vendors providing support services.

Monitor vendor performance and ensure adherence to contractual obligations.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience in leading and managing IT support teams.
• Strong understanding of IT service management (ITSM) principles and best practices.
• Experience with ticketing systems (e.g., ServiceNow, Jira) and knowledge base platforms.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work effectively in a fast-paced, dynamic environment.
• Experience working with cloud platforms (e.g., GCP, AWS, Azure) is a plus.
• Familiarity with data and analytics technologies (e.g., data warehousing, ETL, data visualization) is a plus.

SKILLS

• Leadership
• Team Management
• IT Service Management
• Incident Management
• Problem Management
• Change Management
• Communication (written and verbal)
• Problem-Solving
• Stakeholder Management
• Vendor Management