Join Xylem in the global mission to #LetsSolveWater! As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.
CORE RESPONSIBILITIES: To perform the job successful, an individual must be able to perform each essential duty satisfactorily.
Technical Support
Lead a team of data support professional to provide technical support for Xylem's data & analytics systems.
Support resolution of data access, quality, or system performance issues.
Point of contact for communication and troubleshooting of data related incidents.
Service & Incident Request Management
Lead monitoring and communication of response to incidents related to data outages, performance degradation, data quality and or data integrity issues.
Manage escalation processes to ensure critical data issues are addressed properly.
Define key metrics and SLA's for support and incident response times and ensure requests are committed within agreed upon resolution times by leadership and business stakeholders.
Manage P1, P2, and P3 incident response procedures , ensuring appropriate prioritization, timely resolution, and clear communication with stakeholders.
P1 (Critical) : Lead rapid response for system outages or critical failures impacting business operations, coordinating cross-functional teams and ensuring immediate escalation to senior management.
P2 (High Priority) : Address significant performance issues or partial outages, maintaining clear communication with affected stakeholders and providing updates on resolution timelines.
P3 (Moderate Priority) : Handle less urgent issues such as minor system bugs or performance optimizations, ensuring resolution within agreed timelines.
Maintenance of Data Systems
Ensure maintenance schedules and tasks (updates, patches, backups) are committed based on Vendor recommendations.
Lead active monitoring of data systems to ensure uptime and availability to address potential performance issues before they are escalated.
Collaboration with Business and IT Data Teams.
Working closely with IT and data support operations teams to align on infrastructure, security, and data management best practices.
Collaborating with data engineers, analysts, and developers to address system improvements and user requests.
Coordinating efforts to maintain data integrity and prevent quality or corruption issues.
Training & Documentation
Developing training programs and materials to help users understand how to access and use data systems effectively.
Creating and maintaining documentation related to data support processes, workflows, and common troubleshooting steps.
Access Management
Managing user access rights and permissions to ensure that data systems are secure and that users have appropriate levels of access.
Implementing protocols to ensure data is accessed only by authorized users, while complying with security standards.
Monitoring & Alerting
Implement and maintain monitoring systems that alert the team when there are potential issues with data systems (e.g., server downtime, performance degradation).
Ensure proactively monitoring to catch issues early and minimize their impact on business operations.
Continuous Improvement
Identify opportunities to improve data support workflows and enhance the user experience.
Work with data operations teams to streamline processes and introduce automation where feasible.
Team Development
Provide coaching, mentorship, and professional development opportunities for the data support team.
Establish and maintain documentation and training materials for both technical teams and end users.
QUALIFICATIONS:
Educational Background
Bachelor's Degree in one of the relevant fields of Computer Science, Information Technology, Data Science, Data Analytics, Management Information Systems (MIS)
Technical Skills
Strong experience with BI platforms such as Power BI , Tableau , and Qlik for reporting and data visualization.
Proficiency in data integration platforms like SQL Server Integration Services (SSIS) and Azure Data Factory .
Expertise in data warehouse technologies like Databricks , SAP BW/DW , or similar.
Proficiency with databases (SQL, NoSQL), data warehouses, and ETL (Extract, Transform, Load) tools.
Familiarity with reporting and analytics platforms (e.g., Power BI, Tableau, or similar tools).
Experience with database technologies such as SQL Server, Oracle, MySQL, or cloud-based databases (e.g., AWS Redshift, Google BigQuery).
Experience with cloud platforms like AWS, Microsoft Azure, or Google Cloud for data management.
Understanding of data security practices, data governance, and privacy regulations (e.g., GDPR, CCPA).
Experience with system monitoring tools (e.g., Datadog, Splunk, Nagios) for proactive issue detection and alerting.
Strong experience with P1, P2, and P3 incident management procedures:
Ability to assess the severity of incidents, prioritize appropriately, and manage escalations.
Proven experience in maintaining clear and proactive communication with stakeholders throughout the incident lifecycle.
Expertise in coordinating cross-functional teams for rapid resolution of P1 and P2 incidents.
Familiarity with ITIL frameworks or similar incident management methodologies is a plus.
Experience Requirements
5-8 years of experience in a data-related role, with at least a portion of that time spent in data operations, data support, or technical support roles.
Experience managing a team of support staff, data engineers, or IT professionals is highly valued.
Experience handling critical incidents, resolving escalations, and managing service-level agreements (SLAs) in a fast-paced environment.
Experience working cross-functionally with data engineering, IT, business analysts, and other teams.
Soft Skills
Strong troubleshooting skills to quickly identify and resolve data system issues.
Excellent verbal and written communication skills, particularly for explaining technical issues to non-technical stakeholders and managing cross-department collaboration.
Ability to lead a team, coach staff, and manage multiple support requests or projects simultaneously.
A focus on user satisfaction and a proactive approach to preventing issues.
Ability to work in a dynamic environment where business requirements and systems may change frequently.
Certifications (Optional but Beneficial) Data Management Certifications :
Certified Data Management Professional (CDMP)
Data Governance and Stewardship Professional (DGSP)
Cloud Certifications (if working in cloud environments):
AWS Certified Solutions Architect
Microsoft Certified: Azure Data Engineer Associate
IT Support Certifications :
ITIL (Information Technology Infrastructure Library) certification for service management
CompTIA A+ or similar technical support certifications
Database Certifications (optional but helpful):
Microsoft Certified: Azure Database Administrator Associate
Oracle Database Administration certifications
Knowledge of IT and Data Support Best Practices
Familiarity with ITIL Framework or other service management best practices is often desired.
Understanding of data governance and the importance of maintaining data accuracy, security, and compliance.
Experience with Automation and Optimization
Experience with or knowledge of automating data support processes to improve efficiency and reduce downtime.
Familiarity with scripting languages (e.g., Python, Bash) for automating system monitoring or data pipeline processes can be an advantage.
Project Management Skills
Salary range:
$91,500.00 - $164,500.00
Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of diversity, equity and inclusion in driving innovation and allowing us to compete more effectively around the world.
At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We embrace diversity and prioritize our employees' well-being through our DE&I initiatives and Employee Resource Groups (ERG). Proud to be an Equal Employment Opportunity (including disability and veterans) and Affirmative Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment.
Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed. Embrace the opportunity to be part of Xylem's transformative journey in shaping the future of water technology! #XylemCareers #GlobalImpact #WaterInnovation
