Lead Data Support Analyst

Royal National Lifeboat Ins titution (RNLI); Poole; On-site; GBP 60,000 - 80,000; Full time

Job summary

A marine charity organization is looking for a Lead Data Support Analyst at their Support Centre in Poole. This role involves leading the day-to-day operations of the L1/L2 Data Service Desk, ensuring service excellence, and improving incident management and automation processes. Candidates should have experience with data platforms like Power BI and Databricks. This is an on-site shift-based role requiring flexibility, with competitive benefits, including annual leave and a pension scheme.

Benefits

Competitive pension scheme

Flexible working and a culture that values work-life balance

26 days' annual leave plus Bank Holidays

Life assurance

Excellent health and dental cash plan

Qualifications

• Experience leading data or IT service desks, ideally with ITIL or similar frameworks.
• Strong understanding of incident, problem, and change management in complex environments.
• Hands-on knowledge of data platforms such as Power BI, Databricks, Azure Service Bus, SnapLogic, and API gateways.
• Ability to write clear documentation and communicate calmly under pressure.
• Familiarity with scripting or automation tools is a bonus.

Responsibilities

• Lead the L1/L2 Data Service Desk to meet or exceed agreed SLAs.
• Own and improve monitoring, alerting, and recovery procedures for Databricks jobs and Azure Service Bus.
• Partner with various teams to remove root causes and prevent recurrences.
• Drive automation of common tasks and improvements to observability tooling.

Skills

Leading data or IT service desks

Incident, problem, and change management

Power BI

Databricks

Azure Service Bus

SnapLogic

API gateways

Clear documentation writing

Scripting or automation tools

Job description

We're building a dependable, modern data service so RNLI data users can trust the information they use to make decisions quickly and safely. As Lead Data Support Analyst, you'll own the day‑to‑day run and operation function for our data estate. You'll lead our L1/L2 Data Service Desk, set service standards and SLAs, and drive continuous improvement so outages reduce and recoveries are faster. You'll steward major incident recovery for data services and turn lessons into robust runbooks, knowledge articles, and platform improvements – working closely with Engineering, Integration, BI, IT Service Management, and key suppliers. You'll oversee reliability and support for a modern stack that includes Power BI, Databricks, Azure Service Bus, SnapLogic, Gravitee, and observability tooling, ensuring monitoring and alerting are effective and common tasks are automated.

• Lead the L1/L2 Data Service Desk to meet or exceed agreed SLAs, ensuring disciplined incident, request, and problem management.
• Own and improve monitoring, alerting, and recovery procedures for Databricks jobs, Azure Service Bus queues/topics, SnapLogic pipelines, Gravitee gateways, and Power BI.
• Partner with Engineering, Integration, BI, Governance, Information Security, IT Service Management, and vendors to remove root causes and prevent recurrences.
• Drive automation of common tasks and improvements to observability tooling.

Qualifications

• Experience leading data or IT service desks, ideally with ITIL or similar frameworks.
• Strong understanding of incident, problem, and change management in complex environments.
• Hands‑on knowledge of data platforms such as Power BI, Databricks, Azure Service Bus, SnapLogic, and API gateways.
• Ability to write clear documentation and communicate calmly under pressure.
• Familiarity with scripting or automation tools is a bonus.

Our purpose is simple: to save lives at sea. For 200 years, our lifeboat crews and lifeguards have shown selfless courage to rescue those in peril on the water. Behind them is a dedicated, talented team making it all possible. This is your chance to join that team and use your skills to help save lives every day.

Shift Schedule

This is primarily an on‑site role at our Support Centre in Poole (minimum three days a week) and shift‑based. Shifts rotate between:

• 07:00 – 15:00
• 09:00 – 17:00
• 11:00 – 19:00

Due to the 24/7 nature of our lifesaving service, flexibility is essential. We'll work with you to accommodate personal circumstances where possible.

Benefits

• Competitive pension scheme
• Flexible working and a culture that values work‑life balance
• 26 days' annual leave plus Bank Holidays
• Life assuranceExcellent health and dental cash plan