Production Support - Data reporting

Work mode: Hybrid, 3 days WFO

The team works across the globe 24/7 in different shifts from different locations (8 hours per day). UK resource may have to work in their time zone. Weekends can also be included based on the necessity but comp-off will be given for it. Please ensure the candidates are fine with this.

Contract duration: 1 year
Location: London
Industry: Retail and Sales

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JOB DETAILS

Role Title: Production Support - Data reporting

Minimum years of experience: 5+ years

Minimum Qualifications:


• Production Support experience is mandatory.
• Experience in Sales or Channel Performance reporting and related metrics and KPIs, ideally within a technology company
• Demonstrated ability to support business-critical Business Intelligence platforms in an operational capacity
• Experience querying data sources to investigate, validate, and explain data to business users
• Experience working with BI platforms and tools such as Tableau, ThoughtSpot, Business Objects, or equivalent
• Ability to manage concurrent support requests across multiple platforms and time zones with consistent quality and responsiveness
• Strong written and verbal communication skills, with the ability to translate technical findings into clear business language
• Bachelor's degree or equivalent experience required

Preferred Qualifications:

• Familiarity with B2B and B2C sales reporting structures, including Institutional Sales, Consumer Channel metrics, and related data definitions such as ICDF
• Experience operating within automated support workflows (e.g., Slack-based intake, chatbots, or ticketing systems) and managing exception handling when automation is insufficient
• Ability to work effectively in a globally distributed team model with regional handoff requirements and follow-the-sun coverage expectations
• Knowledge of data pipeline concepts sufficient to distinguish between data latency, logic errors, and platform defects during investigation
• Experience collaborating with engineering and product teams to escalate, document, and track resolution of platform issues


Job Description:

Ready to work in a globally distributed team of Support Analysts providing follow-the-sun coverage across AMR, EMEIA, and APAC regions.

Responsibilities:

- Deliver Cross-Platform Subject Matter Expertise:
Develop and maintain deep working knowledge across two reporting platforms — Horizon (Total/B2C Consumer Markets) and Business & Education 360 (B2B) — including data definitions, business logic, pipeline behavior, and differences in reporting structures between Consumer and Institutional Sales.

- Operate a Tiered Support Model:
Function as Tier 1 support for requests that cannot be resolved through automation — including missing or incorrect data investigations, cross-report discrepancies, metric interpretation, and platform logic clarification. Function as Tier 2 oversight for automated workflows (Slack forms, Accord bot, HCL), intervening when automation fails, requests are incomplete, or unusual patterns require manual review.

- Manage the Slack Support Workflow:
Monitor and triage incoming Slack support requests across five categories — Access Requests, Report Data Inaccuracy, Report Other Problems, Enhancement Requests, and general questions — ensuring accurate categorization, timely response, and clear user communication including request status and resolution ETA.

- Conduct Data Investigation & Reconciliation:
Investigate and resolve complex data questions, including reconciling metric discrepancies between Horizon and B&E 360, validating report accuracy, diagnosing unexpected reporting behaviour, and identifying data pipeline or logic issues. Determine whether an issue reflects user misunderstanding, expected platform behaviour, data latency, or a true defect requiring escalation.

- Guide Users on Data Interpretation:
Provide clear, accurate explanations of metric definitions, data availability, reporting limitations, and platform-specific logic to ensure users correctly interpret data across both B2C and B2B ecosystems.

- Ensure Operational Continuity & Escalation:
Collaborate with the Platform Operations Lead, Data Engineering (GBI), and Reporting Product Owners to escalate platform defects, broken data pipelines, and systemic reporting issues. Support executive-level inquiries requiring deeper analysis.