Data Operation Analyst

Job Name:Data Operations Analyst Job Type:Contractual Job Location:Dubai(Hybrid) Role Purpose: The first line of support for the data platform's user base. Owns day-to-day handling of issues reported by business users — broken reports, data discrepancies, access requests, general 'how do I...' queries — resolving what can be resolved directly and routing genuine defects into the engineering backlog with clear diagnosis attached. Key Responsibilities: • Triage and resolve inbound data issues and queries raised via ticketing tool, email or chat channels • Perform first-line investigation and root-cause analysis before escalating to engineering • Maintain and use runbooks/knowledge base for common issues and fixes • Manage SLAs for response and resolution across issue severities • Handle basic data access, permissions and query support requests • Feed recurring or systemic issues into the Delivery & Prioritisation Lead as candidate bugs/enhancements • Communicate status and resolution back to end users clearly and promptly • Maintain data quality/issue logs and produce recurring-theme reporting Typical Task Breakdown: • Daily: monitor and triage the support queue, acknowledge new tickets within SLA • Daily: investigate and resolve straightforward data/query issues directly • Weekly: review open ticket ageing and chase blockers • Weekly: summarise recurring issue themes for the delivery board • Monthly: update and expand the runbook/knowledge base with new resolved-issue patterns • Ongoing: liaise with data owners/stewards when access or definition questions arise • Ongoing: support ad hoc data pulls or query requests from business users within scope Required Skills & Experience: • Strong SQL and general data querying/debugging skills • Experience with a ticketing/service management tool (ServiceNow, Jira Service Management, Zendesk, etc.) • Familiarity with the organisation's core data platform(s) and warehouse structures (or fast learner if new) • Excellent written communication — able to explain technical issues to non-technical users • Methodical troubleshooting approach; comfortable working independently on ambiguous issues • Basic understanding of data governance/access control principles Experience Level: • 2-4 years in a data support, data operations, BI support or similar analyst-facing role. Success Measures: • SLA adherence on response and resolution times • High first-contact resolution rate without unnecessary escalation • Reduction in repeat/recurring issues through knowledge base and escalation quality. Show more Show less