Provides L1/L2 operational support for enterprise data platforms by managing JIRA queues, triaging requests, handling access provisioning, tracking incidents, coordinating issue resolution, maintaining SOPs and knowledge articles, documenting systems, and reporting operational metrics. Supports Snowflake, Power BI, and Qlik environments while participating in incident escalation and stakeholder communications during overlapping US business hours.
Position: Data Operations Analyst (L1/L2 Support)
Location: Chennai - Onsite/Hybrid/Remote
Shift Timing: 3.00AM - 12.00PM PST (US Pacific Time)
About the role: We are seeking a Data Operations Analyst to support
enterprise data platform operations. The resource will be responsible for
managing support queues, handling data access requests, coordinating issue
resolution, supporting critical incidents, and maintaining operational
documentation.
Key Responsibilities:
- Monitor and manage JIRA support queues.
- Triage incoming requests and assign them to appropriate teams.
- Handle L1 support requests related to:
- Snowflake access
- Power BI access
- Qlik access
- Data platform onboarding requests
- Support basic L2 activities following established procedures.
- Track incidents and service requests through closure.
- Coordinate with cross-functional teams to resolve data issues.
- Participate in incident response and escalation processes.
- Maintain support documentation, SOPs, and knowledge articles.
- Document application inventories, system owners, and operational processes.
- Provide regular status updates and operational metrics.
Required Skills:
- Experience supporting enterprise applications or data platforms.
- Strong understanding of ticketing tools such as JIRA.
- Exposure to Snowflake, Power BI, and Qlik environments.
- Understanding of incident management and service operations.
- Familiarity with user access management processes.
- Excellent communication and stakeholder coordination skills.
- Ability to work independently during overlapping US business hours.
Preferred Skills:
- Experience in healthcare, regulated industries, or PHI/PII environments.
- Knowledge of ITIL service management principles.
- SQL fundamentals.
- Understanding of data pipelines and data warehousing concepts.
dotSolved System Inc. Chennai, Tamil Nadu, IND Office
STPI Incubation Centre, 2nd floor No. 5, SH 49A, Tharamani, Chennai, India, 600113
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