Key Responsibilities

Data Operations & Incident Management

• Lead and coordinate the end-to-end incident management lifecycle for data-related production issues.
• Drive timely incident resolution, root cause analysis (RCA), and preventive action planning.
• Act as the primary escalation point for critical and high-priority BAU incidents.
• Monitor data pipelines, interfaces, ETL/ELT processes, data quality issues, and platform performance.
• Ensure compliance with SLA, KPI, and operational governance requirements
• Coordinate workload planning, resource allocation, and on-call support activities.

Stakeholder Management & Communication

• Collaborate closely with Data Custodians, Business Users, Application Support Teams, and Vendors to troubleshoot and resolve data issues.
• Liaise with business users to understand impacts, prioritize remediation activities, and provide timely status updates.
• Prepare executive-level communications and provide concise updates to senior management during major incidents.
• Facilitate incident review meetings, service review discussions, and governance forums.

Job Requirements

• Strong analytical, problem-solving, and decision-making skills.
• Proven experience managing mission-critical production supports environments and leading end-to-end incident management processes.
• Strong stakeholder management experience, including engagement with senior business leaders and executive management.
• Experience working in Retail, Consumer Goods, Fashion, Luxury Retail is highly preferred.
• Experience supporting regional or global data platforms across multiple Asia-Pacific markets is advantageous.
• Fluency in both English and Mandarin/Cantonese (written and spoken)