Triage Manager

POSITION OVERVIEW

The Triage/Support Engineer for SuccessFactors will oversee the triage process for technical issues, ensuring efficient classification, prioritization, and resolution across engineering, support, and product teams. This role involves driving process improvements, managing a team of triage specialists, and ensuring timely incident resolution. The Triage Manager will collaborate closely with cross-functional teams to enhance service reliability and quality. Strong leadership, problem-solving skills, and experience in incident management are key to success. This is an impactful role in maintaining the stability of a leading cloud-based HR solution.

RESPONSIBILITIES

Incident Assessment & Prioritization Evaluate incoming incidents based on severity, business impact, and urgency, ensuring that high-priority issues receive immediate attention.

Technical Investigation & Troubleshooting Reproduce issues, review system logs, analyze configurations, and perform root cause analysis to determine effective resolution steps.

Data Pipeline & Model Diagnostics Troubleshoot failures or performance degradation in ETL/ELT processes, Ralph modelbased analytical workflows, and associated data pipelines, ensuring accuracy, timeliness, and data integrity.

Cross-Functional Collaboration Partner with support teams, engineers, data scientists, and product experts to resolve complex issues, escalating when necessary, and keeping stakeholders informed with clear, timely updates.

System Configuration & Validation Troubleshoot and validate SAP SuccessFactors module configurations, as well as data model mappings and pipeline configurations, ensuring compliance with best practices and alignment with business needs.

Knowledge Sharing & Documentation Develop and maintain troubleshooting guides, knowledge base articles, and solution documentation to support both internal teams and end-users.

Process & System Improvement Identify recurring issues, propose preventive measures, and collaborate on enhancements to workflows, data ingestion processes, and analytical model reliability.

SKILLS & COMPETENCES

Incident Management Mastery Proficient in using platforms such as Jira or ServiceNow for tracking, prioritizing, and resolving issues efficiently.

Data Engineering Troubleshooting Skilled in diagnosing and resolving issues in ETL/ELT pipelines, including schema mismatches, transformation errors, and performance bottlenecks.

Analytical Model Validation & Debugging Proficient in validating Analytical model outputs by tracing ETL workflows, verifying fact and dimension table integrity within star schema designs, reviewing join logic for accuracy, detecting KPI anomalies, and ensuring statistical precision and consistency across analytical datasets.

Advanced Analytical Skills Skilled at diagnosing complex problems, identifying patterns, and implementing effective long-term solutions.

Effective Communication Ability to translate technical concepts for non-technical audiences, facilitate collaboration, and manage stakeholder expectations.

User-Focused Mindset Committed to delivering a seamless user experience through empathy, clear guidance, and responsive support.

Precision & Accuracy Detail-oriented in reviewing system data, logs, configurations, and model outputs to ensure thorough analysis and correct resolution.

Organizational Agility Capable of managing multiple concurrent tasks and incidents while meeting deadlines in a fast-paced environment.

Continuous Learning & Adaptability Proactively stay updated on platform updates, evolving data engineering practices, and analytical modeling advancements.

SLA & KPI Awareness Knowledgeable in monitoring and meeting service-level targets, as well as tracking performance metrics.

Technical Documentation Skills Able to produce concise, user-friendly, and technically accurate documentation for diverse audiences.

WORK EXPERIENCE & EDUCATION

Requires 6+ years of professional experience is essential for understanding system architecture, programming, and technical troubleshooting.

Outstanding written and verbal communication skills.

Bachelors in computer science required.