Job Summary

Key Responsibilities· Respond to and resolve incidents across ETL platforms (Matillion, Perspectium, HVR, DaaS) within SLA requirements· Perform triage and troubleshooting for data integration and ETL job failures· Execute service requests including connection configurations, job scheduling, and access management· Conduct data reconciliation to validate ETL job accuracy, completeness, and data quality· Provide 24/7 on-call support as part of incident response rotation· Execute ETL job deployments across development, test, and production environments· Validate deployments through data quality checks and reconciliation testing· Coordinate deployment scheduling and execute rollback procedures when needed· Perform platform upgrades for Matillion, Perspectium, HVR, and DaaS solutions· Execute certificate rotations, credential updates, and security compliance activities· Manage ETL job scheduling, execution monitoring, and performance optimization· Conduct root cause analysis for recurring incidents and data quality issues· Document problem tickets with detailed technical findings and resolution steps· Maintain platform configurations, runbooks, and technical documentation· Identify opportunities for automation and process improvementRequired QualificationsTechnical Skills:· 3+ years of experience with ETL platforms (Matillion, Perspectium, HVR, or similar)· Strong understanding of data integration patterns, ETL workflows, and data pipelines· Proficiency in SQL, data reconciliation, and data quality validation· Experience with job scheduling, orchestration, and error handling· Familiarity with cloud platforms (Azure/AWS), databases (PostgreSQL, SQL Server)· Knowledge of monitoring tools, log analysis, and alert managementOperational Skills:· Proven incident management, troubleshooting, and root cause analysis capabilities· Experience with 24/7 production support and on-call responsibilities· Strong documentation skills for runbooks and technical procedures· Ability to work under pressure during critical incidentsSoft Skills:· Excellent communication skills for cross-functional coordination· Detail-oriented with strong analytical and problem-solving abilities· Ability to prioritize competing demands in a fast-paced environment· Self-motivated with continuous improvement mindset

Key Responsibilities

1. Troubleshoot And Resolve Critical And Complex Support Tickets Using Product Support Methodologies, Ensuring Timely And Effective Solutions For Customer Issues.
2. Conduct Hands-On Root Cause Analysis For Critical Faults, Documenting Findings And Recommending Actionable Solutions To Prevent Recurrence.
3. Implement Preventive Measures And Best Practices To Minimize Future Defects And Enhance System Reliability And Performance.
4. Provide Technical Guidance And Assistance To Team Members In Resolving Customer Issues, Fostering A Collaborative Environment For Knowledge Sharing.
5. Execute Continuous Improvement Activities By Analyzing Support Processes, Identifying Areas For Enhancement, And Implementing Strategies To Improve Team Performance And Customer Satisfaction.

Skill Requirements

1. Strong Understanding Of Product Support Processes And Methodologies.
2. Proficient In Troubleshooting And Resolving Technical Issues Across Various Product Lines.
3. Solid Analytical Skills For Conducting Root Cause Analysis And Identifying Improvement Opportunities.
4. Excellent Communication And Interpersonal Skills For Effective Collaboration With Team Members And Customers.
5. Familiarity With Support Ticketing Systems And Customer Relationship Management Tools.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable For This Role.
2. Certifications In Relevant Product Support Technologies Are Also Recommended.