Data Support Analyst x 2

RNLI; Poole; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading lifesaving organization is seeking a Data Support Analyst to provide first-level support across their data platforms. This role involves managing incidents, monitoring data processes, and enhancing reliability of complex systems. Ideal candidates will possess L1/L2 support experience, confidence with ticketing tools, and practical knowledge of data technologies. This on-site position in Poole requires flexible shift work to support a 24/7 operation, ensuring timely data access for colleagues and volunteers.

Benefits

Competitive pension scheme

Flexible working

26 days’ annual leave

Life assurance

Health and dental cash plan

Qualifications

• Hands-on experience in L1/L2 support for data products.
• Confidence using ticketing tools and service workflows.
• Practical knowledge of Databricks, Azure Service Bus, and basic SQL.

Responsibilities

• Manage L1/L2 incidents for Power BI datasets and gateways.
• Monitor Databricks jobs and respond to alerts.
• Document known errors and contribute to problem reviews.

Skills

L1/L2 support for data products

Confidence using ticketing tools and service workflows

Practical knowledge of Databricks

Basic SQL for triage

Clear communication and focus on customer service

Tools

Power BI

Databricks

Azure Service Bus

Gravitee

Job description

About us

Our purpose is simple: to save lives at sea. For 200 years, our lifeboat crews and lifeguards have shown selfless courage to rescue those in peril on the water. Behind them is a dedicated, talented team making it all possible. This is your chance to join that team and use your skills to help save lives every day.

The role

As Data Support Analyst, you’ll be the first point of contact for data support at the RNLI. You’ll provide Line 1 and Line 2 production support across our data platforms, triaging incidents, restoring service quickly, and preventing repeat issues. Your work will keep our datasets, pipelines, APIs, and gateways healthy so colleagues and volunteers can rely on timely, trustworthy information.

Working pattern

This is primarily an on-site role at our Support Centre in Poole (minimum three days a week) and shift-based. Shifts rotate between:

• 07:00 – 15:00
• 09:00 – 17:00
• 11:00 – 19:00

Due to the 24/7 nature of our lifesaving service, support is sometimes required by our end-users outside core hours. We’ll work with you to accommodate personal circumstances where possible, but you should be able to commit to this schedule.

What you’ll do

• Own L1/L2 incident and request management for Power BI datasets, refreshes, gateways, and workspace access.
• Monitor Databricks jobs, Azure Service Bus queues, ETL pipelines and Gravitee API gateways, taking action on alerts and following runbooks.
• Fix issues fast, update tickets and communications, and elevate to engineering or vendors when needed.
• Prevent recurrence by contributing to problem reviews, documenting known errors, and improving knowledge articles.
• Complete standard changes and access requests safely within SLAs.
• Produce simple weekly insights on trends, recurring failures, and time to restore, feeding improvements into backlogs.

About you

You’re calm under pressure, great at triage, and passionate about making complex platforms reliable. You’ll bring:

• Hands‑on experience in L1/L2 support for data products
• Confidence using ticketing tools and service workflows (ITIL experience is a bonus).
• Practical knowledge of at least some of: Databricks, Azure Service Bus, SnapLogic, Gravitee, data observability tools, and basic SQL for triage.
• Clear written and verbal communication, with a focus on first‑time fix and customer service.

The tech we use

Power BI Service and Gateway, Databricks lakehouse, Azure Service Bus, Gravitee API management and data observability tooling.

What we offer

• Competitive pension scheme
• Flexible working and a culture that values work‑life balance
• 26 days’ annual leave plus Bank Holidays
• Life assurance
• Excellent health and dental cash plan