Data Sustain Lead :: Onsite :: W2 Position

Role: Data Sustain Lead – Customer & Marketing Data

Location: Charlotte, NC
Work Arrangement: Hybrid / Onsite as required
Shift: Rotational 24x7 Support with US EST Overlap

Position Overview

We are seeking a Data Sustain Lead / Data Production Support Engineer to support the day-to-day operations of an enterprise Customer and Marketing Data Platform.

This role will focus on keeping data pipelines, applications, and data marts running reliably in a production environment. The person will monitor platform health, investigate incidents, perform root-cause analysis, troubleshoot ETL processes, and work with technical and business teams to restore services within agreed SLAs.

The role also involves improving operational processes through automation, monitoring, documentation, and self-healing capabilities.

Key Responsibilities

• Monitor production data pipelines, data marts, batch processes, and scheduled jobs.

• Perform daily health checks and identify potential failures or data-quality issues before they impact business users.

• Investigate and resolve production incidents using ServiceNow, following established P1–P4 incident procedures and SLAs.

• Troubleshoot data pipelines and ETL workflows involving SAP BODS, Informatica IICS, Airflow, and Snowflake.

• Use SQL to perform data analysis, reconciliation, and root-cause investigation across source and target systems.

• Participate in incident, problem, and change management activities.

• Prepare detailed RCA documentation and track permanent corrective actions.

• Validate production changes and support rollback activities when required.

• Develop and maintain operational documentation, SOPs, runbooks, and knowledge articles.

• Maintain Confluence / KEDB content to improve support-team knowledge and reduce recurring incidents.

• Build scripts and automation using Python, Shell, or PowerShell to improve monitoring and operational efficiency.

• Support automated monitoring and alerting using AWS Lambda, CloudWatch, email notifications, and data-quality checks.

• Participate in post-incident reviews and identify opportunities to improve platform stability and resilience.

• Communicate clearly with onshore business and technical stakeholders during critical incidents and status meetings.

Required Skills

• Strong experience in production data / application / platform support.

• Experience supporting enterprise data pipelines and data platforms in a BAU environment.

• Hands-on experience with ETL troubleshooting.

• Strong SQL and MS SQL Server skills.

• Experience with ServiceNow incident and change management.

• Experience with Grafana or similar monitoring tools.

• Knowledge Management experience, including runbooks, SOPs, KEDB, and Confluence.

• Experience with Python, Shell, or PowerShell scripting.

• Familiarity with GitHub Copilot and Prompt Engineering.

• Strong analytical and troubleshooting skills.

• Ability to work in a 24x7 rotational support and on-call environment.

Preferred Technical Experience

• Snowflake administration or troubleshooting

• Airflow DAG monitoring and debugging

• dbt testing and troubleshooting

• AWS Lambda, S3, CloudWatch, and IAM

• Automated Data Quality frameworks such as Great Expectations, Soda, or custom SQL-based checks

• Chaos Engineering / Chaos Monkey exposure

• Experience with automated monitoring and self-healing solutions

Domain Experience

Experience in Banking, Financial Services, or Insurance (BFSI) is preferred, particularly experience supporting Customer, Marketing, or Enterprise Data Platforms.

What We Are Looking For

The ideal candidate is someone who can take ownership of production issues from monitoring → investigation → resolution → RCA → permanent fix, while also improving the overall support process through automation and better documentation.

Note: This position requires flexibility for rotational 24x7 shifts, on-call support, and US EST business-hour overlap.