Data Operation Analyst

Job Name:Data Operations AnalystJob Type:ContractualJob Location:Dubai(Hybrid)Role Purpose:The first line of support for the data platform's user base. Owns day-to-day handling of issues reported by business users — broken reports, data discrepancies, access requests, general 'how do I...' queries — resolving what can be resolved directly and routing genuine defects into the engineering backlog with clear diagnosis attached.Key Responsibilities:Triage and resolve inbound data issues and queries raised via ticketing tool, email or chat channelsPerform first-line investigation and root-cause analysis before escalating to engineeringMaintain and use runbooks/knowledge base for common issues and fixesManage SLAs for response and resolution across issue severitiesHandle basic data access, permissions and query support requestsFeed recurring or systemic issues into the Delivery & Prioritisation Lead as candidate bugs/enhancementsCommunicate status and resolution back to end users clearly and promptlyMaintain data quality/issue logs and produce recurring-theme reportingTypical Task Breakdown:Daily: monitor and triage the support queue, acknowledge new tickets within SLADaily: investigate and resolve straightforward data/query issues directlyWeekly: review open ticket ageing and chase blockersWeekly: summarise recurring issue themes for the delivery boardMonthly: update and expand the runbook/knowledge base with new resolved-issue patternsOngoing: liaise with data owners/stewards when access or definition questions ariseOngoing: support ad hoc data pulls or query requests from business users within scopeRequired Skills & Experience:Strong SQL and general data querying/debugging skillsExperience with a ticketing/service management tool (ServiceNow, Jira Service Management, Zendesk, etc.)Familiarity with the organisation's core data platform(s) and warehouse structures (or fast learner if new)Excellent written communication — able to explain technical issues to non-technical usersMethodical troubleshooting approach; comfortable working independently on ambiguous issuesBasic understanding of data governance/access control principlesExperience Level:2-4 years in a data support, data operations, BI support or similar analyst-facing role.Success Measures:SLA adherence on response and resolution timesHigh first-contact resolution rate without unnecessary escalationReduction in repeat/recurring issues through knowledge base and escalation quality.