Data Support Engineer - Incident Management

Description :

About the job :

Key Responsibilities :

- Data repair execution and tracking

- Routing incidents to relevant teams (Global Digital L2, TALM, EHC, PET, P&C)

- Query analysis and data validation with actionable repair recommendations (via JIRA)

- Data refresh validation and ensuring metrics accuracy

- SLA monitoring and proactive stakeholder follow-ups

- Managing access operations (SSC security group access)

- Providing pager duty/on-call support for after-hours alerts

- Preparing RCA and data repair documentation

- Educating stakeholders on metrics and KPIs based on RCA insights

- Performing data lineage analysis

- Coordinating with source teams for data discrepancies (region-specific/hourly data)

Required Skills :

- Proficiency in SQL for RCA and data analysis

- Understanding of data engineering concepts and visualization

- Knowledge of dynamic tables and medallion architecture

- Hands-on experience with JIRA, ServiceNow, and Confluence

- Strong communication and stakeholder management skills

- ITIL fundamentals (Incident, Problem, Change Management)

- Experience in on-call support environments

Good to Have :

- Knowledge of Python

- Familiarity with observability tools like Datadog

- Basic understanding of AI fundamentals

- Experience with support optimization tools and reconciliation reporting