Remote Manager, Data Exchange Support

Summary

Join Abarca's Data Exchange team as Manager of Data Exchange Support and lead efforts in improving and maintaining a robust 24/7 support model for B2B data exchange services, ensuring high availability, reliability, and exceptional customer experience.

Requirements

• Bachelor's Degree or Master's Degree in Computer Engineering, Computer Science, or related field. (In lieu of a degree, equivalent relevant experience may be considered.)
• 8+ years of experience in data engineering operational role
• 2+ years of experience in a managerial role
• Excellent leadership, problem-solving, and decision-making skills
• Outstanding collaboration, communication, and interpersonal skills
• Proven ability to establish and maintain operational routines and drive continuous improvement
• Experience in managing and reducing incidents and recurrent issues in data operations
• Familiarity with cloud platforms (AWS, GCP, or Azure) for data engineering
• Strong customer service orientation with a track record of building relationships with internal and external stakeholders
• Proficiency in implementing and managing observability and monitoring solutions for complex data systems
• Experience in establishing and tracking Service Level Objectives (SLOs) and creating performance dashboards
• Excellent oral and written communication skills

Responsibilities

• Establish and maintain KPIs for data exchange operations, focusing on client satisfaction, response time, and resolution efficiency
• Enhance observability and monitoring through automation, implementing tools and techniques to proactively identify and address issues
• Establish proper managerial routines to address issues in a timely manner, ensuring swift resolution and minimizing impact on operations
• Develop and implement team Service Level Objectives (SLOs), creating comprehensive dashboards to track performance and guide decision-making
• Lead and institutionalize a robust Root Cause Analysis process for all major incidents and recurring issues. Translate RCA findings into actionable improvement plans and preventive measures
• Collaborate with business data management teams, engineering, and clients to ensure seamless data exchange and support processes
• Manage and prioritize multiple projects and support tickets, ensuring adherence to service level agreements (SLAs)
• Manage, coach, and develop a team of data support specialists
• Lead the transition to support 24/7 operations, collaborating with the Network Operations Center (NOC) to optimize processes
• Partner with engineering teams on optimizing data pipelines to ensure data quality, consistency, and accessibility across the organization
• Partner with engineering teams on initiatives to address technical debt and improve testing processes
• Create and maintain comprehensive documentation for relevant support procedures
• Oversee disaster recovery and business continuity planning for data systems

Benefits

Flexible hybrid work model