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

in Singapore
Permanent, Full time
Be the first to apply
in Singapore
Permanent, Full time
Be the first to apply
Service Manager, Business Intelligence (BI) Platform Support Manager (1 Yr Contract)
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,

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