Operations & Support Analyst (Full-Time | Evening Shift - Up to 1:30 AM IST - 100% Remote)

**About our Team:** The Decision Science team helps our operating companies solve their most challenging problems and drive decisions with data. As an Operations & Support Analyst, you will help oversee the operational processes that support our enterprise data and analytics ecosystem. This role focuses on data and analytics operations, support management, production support, and observability to ensure data products and analytical solutions remain available, reliable, and effectively supported. Working closely with business stakeholders, data engineers, architects, and analytics teams, you will coordinate support activities, drive issue resolution, monitor production health, and continuously improve operational processes. **PRINCIPAL DUTIES AND RESPONSIBILITIES** ***Data & Analytics Operations:** Serve as the central point of coordination for data and analytics operations, providing the operational discipline needed to maintain reliable and effective analytics services.* ·       Track operational KPIs, support SLAs, backlog performance, and overall service performance across the analytics ecosystem. ·       Monitor production data pipelines and platform health to identify disruptions impacting data delivery, availability, or business operations. ·       Support CI/CD deployment processes by monitoring release health, identifying failures, coordinating remediation, and escalating risks when needed. ·       Maintain operational procedures, support schedules, escalation paths, runbooks, and service documentation. ·       Identify opportunities to streamline operational processes, reduce manual effort, improve responsiveness, and strengthen service reliability. ### ***Support Management:** Manage the day-to-day support process for enterprise data and analytics services, ensuring clear ownership, prioritization, communication, and follow-through.* ·       Monitor support queues and incidents, ensuring timely triage, assignment, escalation, resolution, and closure. ·       Coordinate across business users, data engineers, architects, platform teams, and vendors to keep resolution work moving. ·       Manage stakeholder communications during incidents, including status updates, impacts, workarounds, recovery progress, and closure. ·       Track aging tickets, service gaps, and unresolved dependencies requiring additional attention. ·       Facilitate support reviews and follow-up actions to improve accountability, responsiveness, and overall support experience. ### ***Production Support:** Coordinate the operational response to production issues affecting data platforms, pipelines, integrations, reporting, and analytics delivery.* ·       Investigate and coordinate response to pipeline failures, connection issues, platform disruptions, job failures, and unavailable data products. ·       Drive incidents through triage, remediation, validation, communication, and closure with the appropriate technical teams. ·       Support production stabilization following releases, platform changes, and recurring operational failures. ·       Document root causes, corrective actions, known errors, and recovery procedures to reduce repeat incidents. ·       Escalate operational risks and critical incidents based on business impact, urgency, and service commitments. ### ***Observability & Continuous Improvement:** Improve visibility into the operational health of enterprise data and analytics services through proactive monitoring, alerting, trend analysis, and continuous improvement.* ·       Develop and maintain dashboards, alerts, and monitoring views for availability, pipeline health, incidents, SLAs, and service performance. ·       Analyze operational trends, recurring failures, and support demand to identify root causes and preventative improvements. ·       Partner with engineering and platform teams to improve instrumentation, alerting, automated recovery, and early detection of production issues. ·       Reduce noisy or ineffective alerts and improve routing, so operational issues reach the appropriate owner quickly. ·       Challenge the status quo and proactively identify opportunities to improve processes, automation, observability, and operational efficiency. ·       Stay current on best practices related to data operations, production support, observability, incident management, and analytics support. **KEY QUALITIES:**  ·       Strong interpersonal skills with the ability to effectively coordinate across business, data, and technical teams. ·       Self-directed and adaptable, with the ability to manage competing priorities and drive issue resolution to completion. ·       Continuous improvement mindset with a focus on operational efficiency, service reliability, responsiveness, and scalable support practices. ·       Proactive problem solver who identifies risks, uncovers improvement opportunities, and addresses issues before they impact the business. ·       Strong analytical thinking, intellectual curiosity, and a passion for solving complex problems through data. ·       Ability to balance tactical issue resolution with long-term improvements that prevent recurring problems and operational ambiguity. ·       Clear and concise communicator who builds trust, promotes accountability, and fosters productive stakeholder relationships. ·       Passion for building reliable, well-supported data and analytics services that deliver measurable business value. ****  **QUALIFICATIONS** ·       Bachelor's degree in information systems, Computer Science, Analytics, Business, Data Management, or related field/equivalent experience. ·       3-5 years of experience supporting data, analytics, reporting, business intelligence, data operations, or production support environments. ·       Experience managing operational support processes, ticket triage, issue tracking, stakeholder communications, and service reporting. ·       Familiarity with modern cloud data platforms such as Snowflake, dbt, Azure, AWS, or similar analytics technologies. ·       Ability to triage production and data-related incidents, coordinate solutions with responsible teams, document resolutions, and manage customer expectations for restoration and follow-up. ·       Experience administering Jira or developing workflows within Jira. ·       Strong written and communication skills, including the ability to work with asynchronous and geographically diverse teams. ·       Experience developing reports in BI tools (Sigma and/or Tableau preferred). ·       Experience with monitoring, observability, incident management, or operational support tooling preferred. ·       Ability to function under close deadlines with minimal supervision.