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Manager, Business Intelligence Tier 1 Support
Entertainment & Media Industry Company
New York, NY, United States
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Position Summary:
The Manager for Tier 1 Support will support the day-to-day operations for Enterprise Datawarehouse and Marketing databases. Which will include but not limited to - processes, ensuring quality, stability & 24/7 systems/data availability. This position will oversee the outsourced Teradata Operations team which is providing 1st/2nd level support for all operations on the Teradata Platform.
Duties and Responsibilities:
• Collaboratively work closely with our Disaster Recovery Team, Testing Team and Production Support Team that are all involved with the Teradata environments and numerous databases.
• Involved with ensuring the health and usage of Teradata to ensure integrity and company compliancy.
• Raise the quality and value of operations and support services by utilizing improved reporting of statistics, metrics, and benchmark comparisons for major BI Tier1 functions and services.
• Work closely with BI Operations Manager and internal/external vendors.
• Monitoring of SLAs ensuring compliancy
• Monitor Disaster Recovery is in sync with Production.
• Involved with Change Management of Deployment of any changes on the Teradata Platform
• Familiar with Service Now
• Compliant with Internal Audit requirements/controls are clearly defined, understood, implemented within the team
• Research new technologies/processes.
Supervisory Responsibilities:
• Overseeing Teradata Managed Services team.
• Coordinate shift and on-call resources & ensure adequate 24/7 support.
• Prioritize and schedule work within the teams
Minimum Qualifications:
• Bachelor's degree in Computer Science, Management Information Systems, or equivalent education and experience
• 8+ years' experience in supporting a high-performance, cross-functional IT Operations team in multiple locations and time zones
Requirements and General Skills:
• Good public speaking and presentation skills
• Interpersonal skills and ability to interact and work with staff at all levels
• Excellent written and verbal communication skills
• Ability to work independently and in a team environment
• Ability to pay attention to details and be organized
• Ability to project a professional image over the phone and in person
• Commitment to "internal client" and customer service principles
• Ability to handle multiple tasks in a fast paced environment
• Strong organizational skills and attention to details
• Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast paced environment
• Must have legal right to work in the U.S.
Technical Skills:
• Extensive knowledge of Data warehouse/ETL processes and underlying infrastructure (Teradata, Informatica, SSIS, GoldenGate)
• Good knowledge of Marketing & Reporting technologies & processes (Teradata Relationship Manager, Cognos, Qlikview)
• Strong SQL/Analytics skills.
• Incident & Problem Management process experience
• IT Change Management process experience
• Strong Process Automation knowledge (i.e., Batch Processing)
Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Disabled.
The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.