Arkatechture

Manager

• Lead and oversee the Data and Analytics Support Desk function, managing analysts, engineers, technical account managers, and ArkaIndia technical analysts to ensure high quality resolution of complex BI and data platform issues.
• Maintain hands-on involvement in support cases, directly contributing to ticket resolution where technical depth or escalation expertise is required. Operates as a player coach.
• Manage, mentor, and coach team members, fostering continuous learning, technical depth, accountability, and professional growth.
• Own prioritization and triage of support issues, with emphasis on high impact data, BI, and platform related incidents. Ensure complex tickets are routed appropriately and resolved with urgency.
• Drive SLA adherence while maintaining strong technical standards across SQL troubleshooting, dashboard enhancement and validation, data model integrity, ELT/ETL pipeline reliability, and platform performance.
• Serve as the highest level technical escalation point for complex data warehouse and analytics platform issues. Diagnose and remove technical blockers to accelerate resolution.
• Ensure clear, proactive, and technically sound communication with clients at all stages of issue management.
• Oversee operational tooling including PagerDuty, Smartsheet, Jira Service Desk, and NetSuite to ensure effective incident management, tracking, and reporting.
• Develop and enhance customer facing support resources such as FAQs, known issues documentation, and BI best practices to reduce recurring defects and improve platform stability.
• Lead cross functional technical reviews with Engineering, Product, and Customer Success to address systemic data issues, platform defects, and performance trends.
• Identify risks, recurring patterns, and opportunities for process optimization. Partner with the Head of Support Services to implement structural improvements and elevate service quality.
• Act as a trusted technical advisor to internal teams and customers on BI architecture, data integrity, and analytics platform best practices.
• Participate in hiring, onboarding, workforce planning, and performance management.
• Additional responsibilities as assigned.

Manager, Analytics Platform Support

Data Analyst

• Own end-to-end accountability for assigned tickets, ensuring sprint goals and team deliverables are met on time and with high quality
• Develop, review, test, and maintain analytics and data solutions using SQL, Python, and BI tools such as Tableau and Power BI for the Arkalytics platform
• Troubleshoot incidents and problem tickets by quickly identifying root causes and implementing resolutions in accordance with established change management procedures
• Gather, analyze, and document business requirements, translating them into clear technical specifications and deliverables
• Actively participate in all Agile/Scrum ceremonies, including sprint planning, daily standups, backlog refinement, reviews, and retrospectives
• Maintain regular and effective communication with internal Arkatechture teams and occasionally with clients
• Collaborate with the Product team to identify, recommend, and implement process improvements that increase efficiency and delivery quality
• Proactively identify, communicate, and escalate risks, dependencies, and issues in a timely manner
• Create and maintain documentation for data models, workflows, processes, and technical solutions
• Facilitate requirements sessions, user training sessions, and other client-facing meetings as needed
• Provide clear status updates to team leads and stakeholders on progress, risks, and deliverables

Technical Data Analyst, Product

Analytics Engineer

• Partner directly with clients to understand their business needs, data challenges, and desired outcomes
• Design, build, and maintain production‑grade data models that support client‑specific reporting, analytics, and operational workflows
• Develop and maintain dbt models, tests, documentation, and transformation logic as part of broader client solutions
• Develop, review and test code (SQL, Python, BI tool like Tableau and PowerBI)
• Collaborate with data engineers to ensure upstream data is structured and optimized for downstream use
• Translate client requirements into scalable, well‑documented semantic layers
• Implement data quality checks, testing frameworks, and governance standards across client projects
• Participate in client sessions, including solution design conversations
• Contribute to internal best practices, reusable patterns, and accelerators for future client engagements
• Report work status to team leaders and participate actively in daily standups
• Additional responsibilities as assigned