• Act as the primary onsite point of contact for Analytics, BI, ETL and MDM production support.
• Lead support activities across Matillion, Cognos, Power BI, Tableau and MDM platforms.
• Coordinate between end users, business stakeholders, offshore support teams, infrastructure, database, cloud and application teams.
• Own daily operational health and ensure critical issues receive appropriate attention.
• Conduct daily support reviews covering open incidents, aging tickets, SLA risks, production failures and business-impacting issues.
• Provide clear ownership and escalation paths for production issues.
• Ensure effective handoffs between onsite and offshore teams.
• Participate in major incident and business-critical production issue management.
• Serve as the first escalation point for business users experiencing analytics or reporting issues.
• Understand the user’s business impact rather than treating requests purely as technical tickets.
• Maintain proactive communication with users throughout the ticket lifecycle.
• Set realistic expectations regarding investigation and resolution timelines.
• Confirm resolution with users before closure where appropriate.
• Identify recurring user issues and develop FAQs, knowledge articles, training material and self-service guidance.
• Conduct periodic user feedback sessions to identify service improvement opportunities
• Own and monitor service-level performance for the Analytics support function.

• 5+ years of production/application support experience in enterprise Analytics environments.
• 5+ years of working experience in Matillion, Cognos, Power BI, Tableau and MDM.
• 5+ years of experience in BI reporting, ETL/ELT, data warehouses and data integration.
• 2+ years of working experience in any cloud analytics environments such as AWS, Azure, Snowflake or equivalent platforms.
• 3+ years of experience in incident, problem, request and change-management experience.

Additional Skills:

• Understanding of ITIL-based service-management practices.
• Minimum 3 years of experience experience with ticketing/service-management platforms such as ServiceNow, Jira Service Management or equivalent.
• Strong SLA and KPI management skills.
• Ability to manage P1/P2 incidents and executive/business escalations.
• Strong analytical and troubleshooting skills.
• Excellent written and verbal communication.
• Minimum 3 years of experience coordinating onsite/offshore delivery teams.
• Ability to translate technical issues into understandable business communication.

NTT DATA provides a reasonable range of compensation for U.S.-based positions. The starting pay range for this role is $121,000 - $131,000 per year. Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

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NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.