IT Technical Support Lead - Data & Analytics

Tiffany & Co.
Parsippany, New Jersey, United States
03 Jun 2022
03 Aug 2022
Full Time
Tiffany & Co. is seeking a Data & Analytics Support Lead to join our team. As part of our Data & Analytics team, the candidate will bring a successful track record of leading Business Intelligence and Data Engineering support teams across multiple diverse data and reporting platforms, both on-premise and in the cloud. Responsible for leading and coordinating activities with support and improvement teams to ensure soundness and stability in all facets of the Tiffany BI and DW environments, which include 3 main workstreams - Business Intelligence (reporting, dashboarding, analytics), Enterprise Data Hub (AWS-based data and integrations platforms), and Enterprise Data Warehouse (iSeries-based platforms). Our reporting and data platforms service a global business user base with a support model that uses both onshore and offshore resources.

This is an exciting role. We operate many business-critical functions out of BI, EDH, and EDW, and the successful candidate will have to navigate each of them with authoritative judgment and deftness to ensure continued business operations and user happiness. Reporting issues, data load issues, data quality issues, etc. all require immediate assessment, analysis, prioritization, and ultimately remediation based on standardized Incident Management processes to meet established SLAs. There are many urgent issues that require continuous monitoring, timely resolutions, and constant communications with upstream and downstream system support teams and business stakeholders

This role will be responsible for supporting the BI, EDH, and EDW workstreams, which are three separate, loosely integrated support teams. Strong vendor leadership skills and experience and will work closely with vendor's management team to continuously supervise resourcing and performance. The team has the following profile and operating responsibilities:
  • 3 onshore; 20+ offshore (Leads, Developers, QA, Scrum Master, and Architects)
  • Agile ceremonies (2-week sprints, Daily scrums, Sprint grooming and planning, Retrospectives, Bi-weekly sprint reviews, Quarterly operational review)

The Support Lead will guide the team in industry best practices and effective practices for support within the Tiffany landscape, including Incident and Problem Management, Improvement Management, Release Management, Measurement of Operational Metrics, and Continuous Improvement Process.

This role requires strong Data Warehousing expertise, including dimensional design, ETL, ELT, SQL, batch processing, and CDC. They will have strong Reporting expertise, including semantic layer design, use of aggregate tables, business data dictionary, report and dashboard design, etc. Key supported technologies include Business Objects, Tableau, SAS, R Studio, Redshift, RDS Oracle, S3, Kibana/Elasticsearch, Hive/Hbase, EC2, ECS/docker, Lambda, DB2/400, RPG.

Collaborate effectively with peers and partners across the IT organization.

Other key activities:
  • Budgeting for improvements, upgrades, enterprise project support (e.g., onboarding new markets, handling new report requests, etc.)

  • Scalability analysis and implementation to meet processing windows and functional needs (e.g., scaling up environments to handle growing volume, new data requests, etc.)
  • Leading support staff and vendor leads

  • Lead BI, EDH, and EDW support teams and processes, including incident management, problem management, ensuring SLA alignment, coordination with technical and business teams, etc.
  • Vendor/partner management, including contract management, budgeting, and SLA measurement/performance monitoring.
  • Performance metric reporting and trending, including identifying areas of opportunity, working with other teams to reduce overall incidents and improve client satisfaction, and continuous improvement in general.
  • People and team leadership, including mentoring.

  • BS in Computer Science or related field or equivalent experience.
  • Demonstrable experience with reporting platform and delivering reporting and dashboard solutions.
  • Experience with data integration techniques.
  • Solid experience with data platforms
  • 5+ years of experience in Data & Analytics field, including data warehousing.
  • 3+ years of experience in support lead role.
  • 3+ years of experience with Vendor Management and resource management.
  • 3+ years of experience leading an offshore team in a BI/EDW environment, with responsibilities in reporting, data integrations, and data platform development and support.
  • 3+ years of experience working in an Agile environment with clear understanding of roles and ceremonies.
  • 5+ years of experience and knowledge of SDLC and related best practices.
  • Solid understanding of SQL.
  • An understanding of large-scale computing solutions, including software design and development, and database architectures.
  • High level of comfort presenting effectively across internal and external organizations.

  • Experience with Business Objects, Tableau, R Studio/Server, SAS.
  • Experience with AWS environment and platforms.
  • Experience with iSeries, including DB2/400 and RPG.
  • Experience with Informatica platforms and data integration tools.
  • Experience working in Global Retail Industry.

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