As a Senior Platform Success Engineer within the Commercial IT – SSD, Data, Analytics, and AI Platform Success Team, you will play a pivotal role in ensuring the successful adoption, operation, and optimization of data, analytics, and AI platforms and products. This role demands a proactive individual contributor who will focus on system reliability, availability, and performance while collaborating effectively with Commercial IT and business functions across regions and markets.
Experience. 10 to 16 years
Key Responsibilities
- Adoption and Optimization. Ensure the successful adoption, operation, and optimization of data, analytics, and AI platforms and products.
- System Reliability. Ensure the reliability, availability, and performance of systems and applications.
- Collaboration. Build effective relationships with Commercial IT and business functions across regions and markets.
- User Experience and Troubleshooting. Focus on delivering value to Commercial IT customers by enhancing user experience, troubleshooting issues, and implementing best practices in data engineering and operations.
- Best Practices. Work collaboratively with development, operations, and other teams to implement best practices for system reliability and performance.
- Automation. Explore and implement new ways to automate systems, design and test automation processes, identify quality issues, and support IT platform teams in eliminating defects and errors.
Typical Accountabilities
Platform Success Engineer
- Partner with Platform Engineering, Product Engineering, and Data & Analytics Capability leads to identify and prioritize continuous improvement and optimization initiatives.
- Contribute to defining, measuring, analyzing, and reporting IT platform and product health and compliance metrics.
- Create and maintain comprehensive documentation for platform features, best practices, and troubleshooting guides.
- Maintain a working knowledge of IT Service Management principles and business acumen aligned with platform and product portfolios.
- Work closely with DevOps teams to understand platform/production updates and new features, ensuring they are scalable, reliable, and performant.
Operational Maturity, Improvements, and Innovations
- Identify, design, and drive continuous improvement and automation initiatives.
- Collaborate with development teams to advocate for user and critical operations needs and contribute to platform roadmap discussions.
- Ensure seamless transition and communication between development and operations.
- Partner with IT stakeholders to collect and analyze user feedback, evaluate production issues, and identify areas for improvement and feature enhancements.
- Implement and oversee monitoring solutions to ensure the health and availability of data and analytics platforms.
- Proactively identify and address potential issues before they impact operations.
- Identify metric-driven automation opportunities to drive new AIOps capabilities.
- Manage, evolve, and measure platform success metrics and KPIs.
Platform Success Practice Management
- Participate in AIOps and DevOps communities of practice.
- Engage in IT Service Management communities of practice.
Education, Qualifications, Skills, and Experience
Essential
- Degree in Computer Science or a related field.
- Prior experience in Information Services/Information Technology Project Management with strong business acumen.
- Proven experience managing relationships with third-party suppliers.
- Proven experience in a technical support or success engineering role, preferably in a data and analytics environment.
- Strong understanding of data platforms, analytics tools, and data visualization solutions.
- Experience with cloud-based data services (e.g., AWS).
- Familiarity with SQL and proficiency in scripting languages (e.g., Python) for data-related tasks.
Desirable
- Customer engagement experience.
- Knowledge of data processing frameworks (e.g., Apache Spark) and data storage solutions (e.g., data lakes, warehouses).
Skills and Capabilities
Essential
- Ability to interpret and communicate technical information in business language.
- Working knowledge of Agile Software Development techniques and methodologies.
- Working knowledge of Continuous Integration and Deployment methods delivered as part of an agile team.
- Proficient in all aspects of Agile and SaFE (can lead, teach, and run).
Desirable
- Good commercial awareness and understanding of the external market.
- Demonstrate initiative, strong customer orientation, and cross-cultural working.
- Excellent communication and interpersonal skills.
This role is an excellent opportunity for a seasoned professional to make a significant impact on the success of Commercial IT's data, analytics, and AI platforms, driving innovation and operational excellence. If you are passionate about leveraging technology to deliver business value and enhance user experience, we encourage you to apply.