The BAU (Business as Usual) Data Support role plays a critical part in keeping our data & analytics platform and solutions running smoothly and effectively. Your role will be responsible as a support engineer for modern big data platform in handling various types of tickets such as incidents, service requests, and inquiries. This requires detail-oriented, customer-focused, problem-solving skills and a passion for delivering high-quality support in a timely manner.
Responsibilities:
Ticket Management:
- Act as the first point of contact for users facing issues related to data and reporting.
- Manage, track, and resolve incidents, service requests, and inquiries via the ticketing system.
- Classify and prioritize incoming tickets based on severity, impact, and urgency.
- Respond to and resolve user tickets in a timely and efficient manner.
- Escalate unresolved or complex issues to appropriate internal teams while maintaining clear communication with the users.
Incident Resolution:
- Diagnose, troubleshoot, and resolve data-related issues, including reporting errors, data discrepancies, and system malfunctions.
- Collaborate with other teams (data engineers, data scientists, data analysts, and other IT teams) to address complex issues.
- Provide clear and comprehensive updates to users on incident status and resolution timelines.
- Provide technical support to end-users via phone, email, chat, and ticketing system.
Service Request Fulfillment:
- Process user requests for new reports, data extracts, or updates to existing data views.
- Coordinate with relevant stakeholders to ensure requests are completed accurately and efficiently.
Inquiry Handling:
- Respond to user inquiries about reporting tools, data access, and system functionalities.
- Provide guidance and training to users on self-service reporting tools and best practices.
- Maintain an updated knowledge base for frequently asked questions and user guidance.
- Contribute to the development and maintenance of knowledge base articles.
Continuous Improvement:
- Analyze recurring issues and recommend changes to improve system stability and user experience.
- Collaborate with development and data teams to identify opportunities for automation and improved processes.
- Collaborate with other teams to improve system performance and user experience.
- Provide on-call support during evenings, weekends, or holidays as required.
- Bachelor's degree in Computer Science, Information Technology, or related field.
- Proficiency in SQL and database querying for troubleshooting and resolving data-related issues.
- Strong understanding of database management and concepts.
- Knowledge of data warehousing concepts and ETL processes.
- Experience with business intelligence and data visualization tools (e.g., Power BI, Oracle OBIEE, Oracle BIP).
- Familiarity with data visualization and reporting systems.
- Experience with cloud platforms (AWS, Azure, GCP, or Oracle Cloud).
- Strong analytical and problem-solving skills.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
- Ability to manage multiple tasks, prioritize effectively, and work under pressure.
- Strong customer service orientation and detail-oriented with a focus on delivering high-quality results.
Top Skills
What We Do
Makro PRO is an exciting new digital venture by the iconic Makro. Our proud purpose is to build a technology platform that will help make business possible for restaurant owners, hotels, and independent retailers, and open the door for sellers. Makro PRO brings together the best talent across multi-nationals to transform the B2B marketplace ecosystem. We welcome bold, energetic, and thoughtful people who share our belief in collaboration, diversity, excellence, and putting customers at the heart of our work.
