Support Engineer / L2 SME

Requirement/Must Have:

3+ years of BI/Analytics support experience.
Hands-on experience with Looker dashboards and reporting.
Knowledge of SQL troubleshooting.
Understanding of Incident, Service Request, and Change Management processes.
Experience in access management and user support.
Strong troubleshooting and analytical skills.
Strong verbal and written communication skills.
Responsibilities:

Lead resolution of Major (P1/P2) incidents and coordinate stakeholder communications.
Perform advanced troubleshooting of complex Looker reporting, dashboard, model, and performance issues.
Own Root Cause Analysis (RCA) and drive corrective/preventive actions.
Ensure SLA compliance through service governance and operational oversight.
Conduct monthly service reviews and present service performance metrics.
Engage with business stakeholders to review priorities, issues, and enhancement opportunities.
Approve and validate releases, deployments, and production changes.
Perform capacity planning, usage trend analysis, and platform optimization.
Drive automation and continuous service improvement initiatives.
Mentor L2 support engineers and provide technical guidance.
Skills:

Looker.
BI/Analytics.
SQL.
Incident Management.
Service Request Management.
Change Management.
Access Management.
Root Cause Analysis.
Capacity Planning.