Manager of Data Support and Managed Services

#LI-Hybrid

Overview

The Manager, Data Support and Managed Services is responsible for support,, monitoring, and optimization of data operations across enterprise systems. This role ensures high availability, efficient resolution of data-related incidents, and on-time delivery of service requests and enhancements. The candidate will manage enterprise-wide integrations, vendor partnerships, and data ecosystems while adhering to defined SLAs and leveraging advanced technical methodologies to support the organization’s data infrastructure.

Core Responsibilities

• Triage, prioritize, and resolve complex production incidents involving ETL pipelines, data lakes, and APIs.  
• Oversee internal and external support teams to ensure adherence to technical and operational standards.  
• Conduct performance evaluations and mentor staff in data engineering principles and operational best practices. Design workflows for rapid escalation and resolution of critical system failures
• Perform root cause analysis using data from logging frameworks, metrics, and monitoring tools to prevent recurring issues.  
• Develop incident playbooks, runbooks, and Level 1 and 2 support documentation for streamlined troubleshooting.
• Perform trend analysis on incident data and propose technical improvements to eliminate root causes.  
• Ensure all incidents, requests, and minor enhancements are resolved within SLA guidelines.  
• Oversee the managed services provider including monitoring performance against agreed-upon service levels and ensuring the Knights receives the best possible value from our vendor partner.
• On-call and/or after-hours work is required.

Skills Qualifications

Required:

• Proven experience in managing data teams supporting distributed and complex data environments.
• Hands-on expertise with modern ETL frameworks such as Talend, Snowflake, and Data Vault 2.0.
• Experience negotiating contracts and managing partnerships with managed service providers for enterprise data operations.
• Proficient in implementing cloud-based architectures, including data lakehouse platforms and enterprise-wide data integrations.
• Excellent oral and written communication skills.
• Advanced ability to create, optimize, and maintain APIs for data integration workflows.  
• Ability to prioritize and successfully manage multiple initiatives
• Ability to remain calm under pressure
• Strong leadership skills
• Proven ability to enforce technical SLAs and drive performance improvements in vendor-managed environments
• Proficient in performing complex SQL queries and developing data analysis models to identify and troubleshoot data inconsistencies.  
• Expertise in monitoring tools and debugging strategies for high-throughput data systems.  
• Proven experience managing multiple competing priorities simultaneously, strong prioritization and time management skills, self-directed result-oriented

Education

Required:

• BS or BA with emphasis in computer science, information systems
• 10-15 years of related work experience

 Preferred:

• ITIL Foundational certification a plus

Authorization to work in the United States is required.

This position is not eligible for visa sponsorship. 

Compensation

The wage range for this role takes into account a broad array of factors that are considered in making compensation decisions, including but not limited to: skill sets; experience and training; licensure and certifications; and other business and organizational needs.  The range below applies as long as the work is performed in Connecticut; the Knights of Columbus reserves the right to adjust the wage range if the position is performed in another location.  At the Knights of Columbus, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $126,100 - 220,500.

Physical Demands