Manager, Data Aggregation – Distribution L2 Support

This is a fully remote position, open to applicants in United Kingdom, +1 more country.

📋 Description

• Lead, manage, and nurture a team of L2 data support specialists.

• Provide clear guidance, coaching, performance monitoring, and career development assistance.

• Conduct regular performance evaluations for direct reports.

• Cultivate a collaborative, high-performance team atmosphere.

• Oversee resource allocation and manage workload distribution.

• Supervise the triage, diagnosis, and resolution of issues related to data pipelines, ingestion, and distribution.

• Serve as an escalation point for unresolved technical problems.

• Collaborate with platform data teams as necessary.

• Monitor support queue performance and ensure timely issue resolution in line with agreed service levels.

• Maintain and implement support procedures, runbooks, and escalation protocols.

• Work with platform data teams, data engineering, analytics, and business functions to identify data service needs and address recurring issues.

• Engage with vendors to support data delivery requirements and manage service performance expectations.

• Provide status updates on team activities, system performance, issue trends, and service quality metrics.

• Represent L2 support in cross-functional meetings and contribute to data platform strategy.

• Identify opportunities for improvement in data support operations, pipeline reliability, and team efficiency.

• Develop and maintain standard operating procedures and support documentation.

• Ensure compliance with IT procedures, quality standards, and data governance requirements.

• Evaluate and recommend tooling or process enhancements across Azure, Databricks, Snowflake, Denodo, and Power BI environments.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Systems, Data Engineering, or a related technical field (or equivalent work experience).

• Relevant cloud platform certifications, such as Microsoft Azure Data Engineer or Databricks Certified Associate, are advantageous.

• ITIL Foundation certification or equivalent service management qualification is a plus.

• Experience with cloud data platforms, including Azure, Databricks, Snowflake, and Denodo, is preferred.

• Working knowledge of Data Lake design principles.

• Experience in data pipeline monitoring, troubleshooting, and incident management.

• Familiarity with Power BI and data visualization tools.

• Experience with ITSM or ticketing platforms, such as ServiceNow.

• Knowledge of data governance and quality standards in enterprise settings.

• Familiarity with GxP or life sciences data environments is a plus.

• Strong capability in people management and team leadership.

• Effective verbal and written communication skills for technical and non-technical audiences.

• Analytical and structured approach to problem-solving.

• Ability to manage competing priorities while maintaining service levels under pressure.

• Skills in stakeholder engagement and relationship management.

• Continuous improvement mindset with a focus on operational detail.

• Collaborative working style with the ability to influence across functions.

• Proven experience managing technical support or data operations teams, preferably in an enterprise or CRO environment.

• Hands-on experience with cloud data platforms, ideally Azure, Databricks, Snowflake, and Denodo.

• Established experience supporting or working within Medallion Architecture-based Data Lake environments.

• Experience managing L2 support functions, including escalation management and SLA ownership.

• Track record of leading and developing teams of 10 or more technical staff.

• Experience collaborating with internal and external stakeholders to provide data services and resolve complex technical issues.

• Familiarity with data ingestion, engineering, and distribution workflows in large-scale enterprise ecosystems.

• Experience contributing to or implementing standard operating procedures and support documentation.

• Exposure to GxP or regulated life sciences data environments is desirable.

🏝️ Benefits

• Structured career pathway with encouragement for growth within the role.

• Competitive base salary.

• Bonus incentives.

• Car allowance.

• Vacation time.

• Additional leading benefits typically offered by a top company in the CRO industry.