[ref. b37504824] Richemont - Data & Analytics Support Team Lead

ROLE OVERVIEW

The ideal candidate will possess strong leadership skills, a solid understanding of IT, data, and delivery processes, and the ability to manage both onsite and offshore support engineers.

• Team Leadership and Management:
• Build, mentor, and manage a team of Data & Analytics Support Engineers.
• Provide guidance, training, and performance feedback to team members.
• Foster a collaborative and results-oriented team environment.
• Support Operations Management:
• Lead the transition of support operations to a new offshore team.
• Establish and maintain a robust support process for data and analytics platforms, models, and pipelines.
• Oversee the ticketing system, ensuring timely and accurate logging, prioritization, and resolution of support requests.
• Monitor and enforce adherence to SLAs, proactively identifying and addressing potential issues.
• Develop and maintain documentation related to support processes, troubleshooting guides, and knowledge base articles.
• Coordination and Communication:
• Serve as the primary L3 point of contact for data and analytics support issues.
• Coordinate with regional and local support teams to ensure consistent and effective support services globally.
• Communicate effectively with stakeholders, providing regular updates on support performance and key issues.
• Escalate critical issues to the appropriate teams and stakeholders in a timely manner.
• Process Improvement:
• Identify opportunities to improve support processes and enhance the overall efficiency of the support function.
• Implement best practices for incident management, problem management, and change management.
• Contribute to the development and maintenance of standard operating procedures.
• Vendor Management:
• Manage relationships with external (offshore) vendors providing support services.
• Monitor vendor performance and ensure adherence to contractual obligations.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience in leading and managing IT support teams.
• Strong understanding of IT service management (ITSM) principles and best practices.
• Experience with ticketing systems (e.g., ServiceNow, Jira) and knowledge base platforms.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work effectively in a fast-paced, dynamic environment.
• Experience working with cloud platforms (e.g., GCP, AWS, Azure) is a plus.
• Familiarity with data and analytics technologies (e.g., data warehousing, ETL, data visualization) is a plus.

• Leadership
• Team Management
• IT Service Management
• Incident Management
• Problem Management
• Change Management
• Communication (written and verbal)
• Problem-Solving
• Stakeholder Management
• Vendor Management