JOB DESCRIPTIONBe the First Line of Defense

• Quickly identify and resolve application malfunctions
• Escalate severe issues to upper-level support when necessary

Proactively Address Issues and User Requests

• Monitor and process queue of incoming incidents/requests, classify the issue/task and fix/implement it with known resolution steps or engage upper-level support team (data engineers, infrastructure)

Support and Monitor Data Flows

• Follow and enrich thresholds on metrics of monitored data flows and platforms, act on received alerts via MS Teams, SMS or E-mail
• Detect and resolve potential problems before they impact users or even customers
• Apply and test configuration-only changes

Assist, Empower and Engage Users

• Document and share knowledge of business processes supported by data products and data platforms, common problems and solutions, user guide
• Enter and maintain metadata and relevant user-level documentation of flows, data and platforms
• Interact with platform users about their requests and guide them to self-service or help them solve their technical issues; announce and orchestrate tracking of outages, upgrades, trainings or migrations

Contribute to Continuous Improvement

• Communicate with platform or data product users on technical and non-technical matters and perform continuous process improvement to all support and maintenance activities.
• Study operation guides of the existing data platforms and provide feedback to Infrastructure, Data Engineer and Oracle Developer roles to improve user experience
• Automate repeating tasks using available tools