Production Data Support Analyst - Triage & Automation

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC.; Philippines; On-site; PHP 480,000 - 720,000; Full time

Job summary

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC. is seeking a Production Support Data Analyst to act as the first point of contact for operational support requests to the BTO Data Team.

You will answer Tier 1 questions, perform initial investigation and triage, document issues, and route requests to appropriate teams. The role involves resolving common issues, validating details, triaging incidents, routing to Tier 2/3, and escalating critical production issues as needed while maintaining

Responsibilities

• Serve as the primary contact for BTO Data support requests
• Resolve common issues and validate request details
• Triage and prioritize incidents, access requests, and enhancements
• Route cases to Tier 2/Tier 3 teams and track resolution
• Escalate critical production issues as needed
• Perform initial troubleshooting and issue investigation
• Identify root causes across data, process, access, and system areas
• Maintain knowledge bases, FAQs, and support documentation
• Monitor support metrics, trends, and service performance
• Drive process improvements, automation, and support maturity initiatives

Job description

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC. is seeking a Production Support Data Analyst to act as the first point of contact for operational support requests to the BTO Data Team.

You will answer Tier 1 questions, perform initial investigation and triage, document issues, and route requests to appropriate teams. The role involves resolving common issues, validating details, triaging incidents, routing to Tier 2/3, and escalating critical production issues as needed while maintaining