BI Reporting Support Lead (Qlik Sense/View and Tableau)

Key Responsibilities:

• Lead BI Dashboard Support:

  Manage and provide L2/L3 support for Qlik Sense, QlikView, and Tableau dashboards ensuring availability, performance, and timely issue resolution.

• Incident and Problem Management:

  Lead incident management and problem resolution processes, ensuring SLA adherence. Conduct root cause analysis and implement corrective actions to minimize recurrence.

• Service Management and Continuous Improvement:

  Collaborate with the service management layer to drive continuous service improvements, including automation recommendations and implementation.

• Documentation and Knowledge Management:

  Create, review, and maintain Standard Operating Procedures (SOPs), runbooks, and Known Error Database (KEDB) to streamline support activities and reduce incident resolution time.

• Monitoring and Reporting:

  Utilize monitoring tools to proactively identify issues in BI platforms. Track and report on KPIs and SLAs for dashboard health and support effectiveness.

• Automation and Optimization:

  Work closely with automation teams to identify opportunities to automate repetitive tasks and improve dashboard performance.

• ETL and Reporting Tools Support:

  Provide support and troubleshooting expertise for related ETL and reporting tools such as SSIS (SQL Server Integration Services) and SSRS (SQL Server Reporting Services).

• Shift and On-Call Support:

  Participate in a 24x7 rotating shift schedule, including on-call duties, to ensure continuous support coverage.

• Stakeholder Communication:

  Maintain clear communication with business users and IT teams, providing timely updates on incident status and service improvements.

• Team Leadership and Mentoring:

  Guide and mentor junior analysts in technical troubleshooting, incident management, and documentation best practices.

Required Skills and Qualifications:

• 4-6 years of hands-on experience supporting BI dashboards using

  Qlik Sense, QlikView, and Tableau

  .
• Solid experience with

  SSIS and SSRS

  for data integration and reporting workflows.
• Strong knowledge of

  IT Service Management (ITSM)

  processes including Incident Management, Problem Management, SLA management, and KPI tracking.
• Experience in creating and maintaining

  SOPs, runbooks, and KEDB

  documentation.
• Proficient with monitoring tools to track BI environment health and performance.
• Ability to work effectively in a

  24x7 shift environment

  with on-call rotations.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication skills for technical and non-technical stakeholders.
• Experience working within a service management framework driving continuous service improvement and automation.
• Familiarity with automation tools and scripting languages (e.g., PowerShell, Python) is a plus.
• ITIL Foundation certification or equivalent is preferred.