Looker Support Lead

Key Responsibilities

• Lead resolution of Major (P1/P2) incidents and coordinate stakeholder communications.
• Perform advanced troubleshooting of complex Looker reporting, dashboard, model, and performance issues.

Requirements

• 6+ years of Business Intelligence / Analytics support experience.
• 4+ years of hands-on Looker development experience.
• Strong knowledge of LookerML, Explores, Dashboards, PDTs, and Data Modelling.
• Experience with SQL and data warehouse platforms.
• Strong incident, problem, and change management knowledge.
• Experience preparing RCAs and managing production outages.
• Excellent stakeholder and client communication skills.

Qualifications

• Own Root Cause Analysis (RCA) and drive corrective/preventive actions.
• Ensure SLA compliance through service governance and operational oversight.
• Conduct monthly service reviews and present service performance metrics.
• Engage with business stakeholders to review priorities, issues, and enhancement opportunities.
• Approve and validate releases, deployments, and production changes.
• Perform capacity planning, usage trend analysis, and platform optimization.
• Drive automation and continuous service improvement initiatives.
• Mentor L2 support engineers and provide technical guidance.