Global Support Lead - Data and Analytics (End client)

Michael Page; Sant Cugat del Vallès; Presencial; EUR 60.000 - 80.000; Jornada completa

Descripción de la vacante

A global recruitment firm is seeking a leader for their Data & Analytics support function in Sant Cugat del Vallès, Spain. This role involves managing analytics platforms, ensuring operational excellence, and collaborating across internal and external stakeholders. The ideal candidate will have experience in overseeing data governance, managing incident responses, and driving long-term platform improvements. The position offers growth opportunities within international projects and a salary aligned with candidate experience.

Servicios

Growth opportunities

International and global projects

Formación

• Experience in managing data platforms and analytics support.
• Strong understanding of data governance and service management processes.
• Ability to collaborate across diverse teams and time zones.

Responsabilidades

• Lead the global Data & Analytics support function across L1, L2, and L3.
• Own the Support Roadmap to improve automation, monitoring, documentation, and KPIs.
• Serve as key contact for business stakeholders on service levels and operational performance.

Descripción del empleo

• International end client company
• Global projects

Global manufacturing company with over 10000 employees across 50 countries.

Major / Key Accountabilities

• 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

• Snowflake data platform
• Power BI & Visualisation 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, Visualisation, 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

• Permanent position
• Salary aligned with your experience
• Growth opportunities
• International and global projects