Ofertas de empleo Global Support Lead, Sant Cugat del Vallès

Global Support Lead
Perfil buscado (Hombre/Mujer)

Major / Key AccountabilitiesMain Assignments:

Lead the global Data Analytics support function across L1, L2, and L3.
Manage internal/external support resources, including hiring, training, and performance oversight.
Define and enforce global support governance for incident, problem, and change management.
Ensure stability of platforms such as Snowflake, Power BI, DBT, pipelines, and integrations.
Own the Support Roadmap to improve automation, monitoring, documentation, and KPIs.
Lead critical incident response, RCA, fix deployment, and stakeholder communication.
Maintain SLAs, service catalog, escalation paths, and vendor engagement models.
Serve as key point of contact for business stakeholders on service levels and operational performance.
Collaborate with Platform, Engineering, Data Quality, and Delivery teams on release readiness and hypercare.
Deploy new operational capabilities including monitoring tools, automation, and governance processes.

Other Assignments:

Support global programs requiring operational alignment.
Provide operational input for platform transformation and architecture evolution.

Measures:

Platform uptime , pipeline success rate, BI refresh success.
MTTA, MTTR, and recurring incident reduction.
SLA compliance and user satisfaction.
incidents resolved at L1/L2 and knowledge base coverage.
Documentation completeness and governance adherence.

Scope: Global Data Analytics ecosystem, including:

Snowflake data platform
Power BI Visualization layer
DBT transformations
Data pipelines orchestrations
API application integrations
Data Quality Monitoring solutions
Metadata, Glossary, Governance tools

Authority / Decision Making:

Own the Global Support Roadmap for D A platforms.
Define scope and escalation governance for operational support.
Sign-off operational readiness for releases.
Recommend vendor tools and operational capabilities.
Enforce global SLAs and service frameworks.

Challenges:

Operating across multiple time zones and cultures.
Managing high impact incidents in a dynamic environment.
Maintaining stability in complex D A architecture.
Balancing reactive support with long-term improvements.
Navigating conflicting stakeholder priorities.
Driving change adoption for modern data platforms.
Managing ambiguity due to evolving procedures.

Key Contacts: Internal:

Data Engineering, Architecture, Data Quality, Visualization, Delivery
Business Translators / Product Owners
Regional IT teams and Data Stewards
Cybersecurity, Integration, and Infrastructure teams

External:

Third party vendors, managed services, cloud providers
Consulting partners supporting D A operations

International end client company
Global projects

RequirementsEducation - Required:

Bachelors or Masters degree in Computer Science, Information Systems, Engineering, or similar.

Appreciated:

ITIL certification (Foundation or above)
PMP/Prince2/Agile certifications
Experience in industrial or manufacturing organizations

Experience - Required:

10+ years in IT support, operations, or platform reliability roles.
Leadership in multi regional, multi-stakeholder environments.
Managing L1-L3 support for data/analytics platforms.
Strong incident, problem, and change management.
Experience with Snowflake, Azure/AWS/GCP, BI platforms.
KPI, SLA, and operational metrics ownership.

Appreciated:

Experience in Data Governance, QA automation
Experience in engineering, BI, or SRE/DevOps environments

Skills

Leadership and people management.
Deep knowledge of SLAs, ITIL, operational processes.
Strong cloud/data architecture understanding.
Expertise in RCA, monitoring, and automation.
Strong communication and vendor management.

Languages Required

English
Spanish

Global manufacturing company with over 10000 employees across 50 countries.

- Permanent position

- Salary aligned with your experience

- Growth opportunities

- International and global projects

Snowflake,Power BI