companyRubrik logo

Senior Data Analyst - Support Operations & Reporting

RubrikBangalore, India
On-site Full-time

Clicking Apply Now takes you to AutoApply where you can tailor your resume and apply.


Unlock Your Potential

Generate Job-Optimized Resume

One Click And Our AI Optimizes Your Resume to Match The Job Description.

Is Your Resume Optimized For This Role?

Find Out If You're Highlighting The Right Skills And Fix What's Missing

Experience Level

Senior

Qualifications

Qualifications:Proven experience as a Data Analyst or similar role, preferably in a customer success or support operations environment. Strong proficiency in BI tools, especially Tableau, and advanced skills in data analysis and visualization. Hands-on experience with Salesforce and other AI-driven platforms. Strong analytical skills with the ability to translate complex data into actionable insights. Excellent communication skills, both verbal and written, with the ability to present findings effectively to stakeholders. Experience in data governance and ensuring compliance with security standards. Detail-oriented with a focus on quality and accuracy in reporting.

About the job

About The Role:

  • The Senior Data Analyst in Support Operations plays a pivotal role in Rubrik’s commitment to providing outstanding customer experiences through AI-driven insights. This position is responsible for analytics, reporting, forecasting insights, and operational transparency for the global Customer Success organization, utilizing AI tools and platforms such as Salesforce, SupportLogic, Amazon Connect, and Workforce Management (WFM) tools, including Assembled, NICE, or Verint.
  • You will analyze performance trends in service delivery, identify operational gaps, product issue trends, and assess agent productivity to support leadership in making informed decisions. Your contributions will directly enhance service effectiveness, customer satisfaction, and overall operational efficiency.
  • This role also reinforces Rubrik’s dedication to data protection and cybersecurity by ensuring the accuracy of reports, compliance with governance standards, and safeguarding operational data.

What You'll Do:

  • Reporting, Analytics & Visualization

    • Design, develop, and maintain dashboards and reports that monitor key metrics such as case volume, SLA attainment, backlog, CSAT, adherence, and agent utilization.
    • Create scalable data models in Tableau or similar BI tools that facilitate self-service data consumption.
    • Collect, analyze, structure, and organize data from Salesforce, SupportLogic, Amazon Connect, WFM platforms, and survey tools.
    • Leverage AI reporting tools to drive data-informed decision-making regarding deflection rates, self-service capabilities, and predictive resolutions.
    • Implement automated reporting pipelines to minimize manual effort.
    • Collaborate with the Data team to develop detailed requirements and address critical reporting and business needs.
    • Identify actionable insights from data trends to recommend and drive strategic process improvements for service delivery leaders.
    • Prepare and present insights for Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), and leadership discussions.
    • Ensure all reporting aligns with data governance policies and security regulations.
  • Operational Insights & Forecasting Support

    • Identify trends related to usability and support deficiencies to drive enhancements in product and service delivery.
    • Analyze service delivery performance and customer trends to pinpoint process gaps, resource needs, and optimization opportunities.
    • Support WFM teams with forecasting, staffing analysis, and scheduling insights.

About Rubrik

Rubrik is a cutting-edge cloud data management company dedicated to delivering exceptional data security and operational efficiency. Our innovative solutions empower businesses to manage, secure, and recover their data seamlessly. Join us in our mission to redefine the data management landscape and enhance customer experiences globally.

Similar jobs

Tailoring 0 resumes

We'll move completed jobs to Ready to Apply automatically.