Lead, Partner Data Feed Support

Responsibilities

• Owns the feed support runbook library: documents known failure modes, approved remediation procedures, regeneration steps, and delivery verification for each partner data solution.
• Establishes the standard that overnight engineers remediate from documented, approved runbooks, and defines the escalation threshold at which an issue outside the runbook is escalated rather than resolved ad hoc.
• Reviews and updates runbooks continuously as feeds change, partner requirements evolve, and new failure modes are encountered, ensuring the overnight team is never operating on stale procedures.
• Conducts post-incident reviews for overnight escalations, feeding root causes back into the runbook library and to the engineering owners where a permanent pipeline-level fix is warranted.
• Owns the acceptance standard by which new and modified feeds enter overnight coverage: a feed is not accepted into 24x5 support until it is documented, run-booked, and validated against its delivery requirements.
• Partners directly with the Partner Data Services engineering team in Data and Analytics to ensure remediation procedures reflect actual pipeline logic and do not diverge from how feeds are built.
• Coordinates with the Partner Data Solutions product owners in Informatics on partner SLA expectations, feed specifications, and change communication that affect overnight support.
• Provides senior technical guidance and escalation support to the overnight Production Support Engineers, including during overlap hours and via on-call for issues beyond documented runbooks.
• Defines shift coverage, rotation, and absence backfill for the overnight team, ensuring SLA commitments are sustained without reintroducing daytime overtime dependency.
• Mentors and develops the overnight engineers on troubleshooting methodology, SQL and data remediation skills, and runbook discipline.
• Maintains oversight of overnight support metrics: failure detection time, remediation time, SLA attainment, and escalation frequency, surfacing trends and recurring failure modes for permanent resolution.
• Personally troubleshoots and remediates the most complex feed delivery failures, including those requiring SQL-level investigation, file regeneration, and corrected redelivery to partners within SLA.
• Serves as the deepest technical resource on partner feed structure, generation logic, and the SFTP delivery process within the support organization.

Qualifications

• 7+ years of experience in data operations, production support, data engineering, or a closely related hands-on technical role, including at least 2 years in a lead, senior, or team lead capacity.
• Strong, hands-on SQL skills sufficient to independently investigate, diagnose, and remediate data feed failures in a production environment.
• Hands-on experience troubleshooting and remediating failures in Databricks jobs and pipelines, including diagnosing failed or stalled runs, interpreting run logs and error output, and resolving issues in the pipeline logic that produces partner feed outputs.
• Experience authoring and maintaining operational runbooks, remediation procedures, or support documentation that other engineers execute from.
• Familiarity with file-based data delivery, including flat file generation and SFTP delivery to external partners.
• Proven ability to set technical standards and provide escalation support to a team of engineers, including outside standard business hours.
• Clear written communication skills; able to document failure modes and remediation procedures precisely enough for others to execute reliably.