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Service Manager, Business Intelligence (BI) Platform Support Manager (1 Yr Contract)

Apply now Job no: 504776
Work type: Contract
Location: Singapore
Categories: Advisory

The Service Manager, Business Intelligence (BI) Platform Support Manager is required to:

  • Track and manage the BAU operations of reporting and visualisation platforms that primarily includes Tableau, SAP BusinessObjects, SAS Enterprise Guide, Informatica and Haver
    • Work with Platform support vendors and product principal to support data platforms
    • Track and manage all platform activities required to meet service level agreements and compliance requirements   
    • Review all application events and actions taken by support team to ensure events are properly handled
    • Coordinate between internal technology stakeholders (infrastructure, security and applications teams) to troubleshoot incidents
    • Perform trend analysis on similar incidents and conduct necessary root cause analysis to prevent future occurrence
    • Track and plan all compliance, vulnerabilities, audit and patching activities to ensure timely remediation of action items
    • Provide covering for L2/L3 support when necessary
  • Provide L2/L3 Support for all solutions built on top of the reporting and visualisation platforms, covering the following activities
    • Address user enquiries and ensure users can perform their task
    • Perform resolution to data or usage-related issues/working with application vendors for resolution of data or usage-related issues
    • Investigate issues based on the L1 escalation through log extraction and analysis, configuration and code troubleshooting, etc
    • Log tickets with product principals (where applicable) if issues cannot be resolved and tracking the tickets to ensure timely follow-up to resolve issues
    • Perform root cause analysis of technical issues
    • Propose and implement fixes to reported issues
    • Support audit activities
  • Upgrade and enhance the platform
    • Responsible for managing projects such as platform upgrade and system enhancements.
    • Manage the project to ensure smooth delivery
    • Lead discussions with enterprise architecture team to facilitate necessary approvals
    • Track all project activities and escalate any delays
    • Coordinate between internal technologies stakeholders (infrastructure, security and applications teams) to arrange necessary infrastructure setup
    • Perform installation and code reviews and provide critical suggestions for fixes and improvements
    • Use configuration management and integration/build automation tools to manage, test and deploy codes
    • Provide support to SIT and UAT, investigate and resolve technical issues reported in projects or issue resolution
    • Support issue analysis and fix activities during test phases, as well as production issue resolution
    • Work with platform vendor for fixing and performance tuning of proposed solutions
  • Plan and deploy production implementations
    • Develop and review technical documents and other System Development Life Cycle (SDLC) related documents

The ideal candidate should possess:

  • Tertiary Qualification in Information Security, Information Technology, Computer Science, Engineering (Computing/Telecommunication) or equivalent
  • At least 5 years’ experience in installation, setup and administration of platforms such as Tableau, SAP BO, SAS EG, Informatica
  • At least 3 years working experience in project management and vendor management
  • Experience using various in ETL technologies such as Informatica (PowerCenter and Big Data management), SAS, SSIS, etc is an added advantage
  • Experience with managing patching/upgrades of platforms, assessment and resolution of security vulnerability findings related to platforms
  • Sound knowledge of information management tools for Metadata Management, Data Catalogue, Master Data Management, Data Quality Management is an added advantage
  • Experience in designing and engineering complex report and visualisation products is an added advantage
  • Prior experience in R, Python programming is an added advantage
  • Experience with Continuous Integration, Continuous Deliver and Test-Driven Development, with experience using the DevOps tools is an added advantage
  • Relevant knowledge in change management and business process improvement would be an added advantage
  • Certifications in relevant skills (e.g. project management, ITIL etc.) will be an added advantage
  • Strong client and project management abilities coupled with excellent communication, written, analytical, organisational and problem-solving skills

Only shortlisted candidates will be contacted by KPMG Talent Acquisition team and personal collected will be used for recruitment purposes only,

Advertised: Singapore Standard Time
Applications close: Singapore Standard Time

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