Analytics Operations Lead for BI and Incident Management

Compunnel, Inc.; San Diego (CA); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Compunnel, Inc. in San Diego seeks an experienced Production Support Lead for Analytics, BI, ETL, and MDM environments. The role focuses on reliable on-site production support for reporting and data platforms.

You will own incident management, coordinate across on-site and offshore teams, conduct daily reviews, communicate with stakeholders, and drive improvements through knowledge articles, training materials, and documented processes.

Qualifications

• Experience leading production support for Analytics, BI, ETL, and/or MDM environments.
• Strong hands-on or working knowledge of analytics and BI platforms such as Power BI, Tableau, Cognos, and Matillion.
• Experience coordinating support across onsite, offshore, infrastructure, database, cloud, and application teams.
• Strong incident management, escalation, issue ownership, and operational support skills.
• Experience conducting daily operational reviews and tracking incidents, aging tickets, SLA risks, and production failures.
• Strong stakeholder and end-user management skills with a business-focused approach to issue resolution.
• Excellent communication, coordination, and problem-solving skills.
• Ability to manage major incidents and business-critical production issues.
• Strong documentation and knowledge-management skills.

Responsibilities

• Act as the primary onsite point of contact for Analytics, BI, ETL, and MDM production support.
• Lead support activities across Matillion, Cognos, Power BI, Tableau, and MDM platforms.
• Coordinate between end users, business stakeholders, offshore support teams, infrastructure, database, cloud, and application teams.
• Own daily operational health and ensure critical issues receive appropriate attention.
• Conduct daily support reviews covering open incidents, aging tickets, SLA risks, production failures, and business-impacting issues.
• Establish clear ownership and escalation paths for production issues.
• Ensure effective handoffs between onsite and offshore support teams.
• Participate in major incident and business-critical production issue management.
• Serve as the first escalation point for business users experiencing analytics or reporting issues.
• Understand business impact and user needs rather than treating requests purely as technical tickets.
• Maintain proactive communication with users throughout the ticket lifecycle.
• Set realistic expectations regarding investigation and resolution timelines.
• Confirm resolution with users before ticket closure where appropriate.
• Identify recurring user issues and develop FAQs, knowledge articles, training materials, and process improvements.

Skills

Analytics experience

BI platforms

ETL

MDM

Incident management

Stakeholder management

Tools

Power BI

Tableau

Cognos

Matillion

Job description

Compunnel, Inc. in San Diego seeks an experienced Production Support Lead for Analytics, BI, ETL, and MDM environments. The role focuses on reliable on-site production support for reporting and data platforms.

You will own incident management, coordinate across on-site and offshore teams, conduct daily reviews, communicate with stakeholders, and drive improvements through knowledge articles, training materials, and documented processes.