Production Support Data Analyst

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

About the role

The Production Support Data Analyst serves as the first point of contact for operational support requests submitted to the BTO Data Team. This role is responsible for answering Tier 1 questions, performing initial investigation and triage, documenting issues, and routing requests to the appropriate business, analytics, or technical resources.

Key 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