Technical Lead, Data Services

Your role:

The Data Services team provides audit eDiscovery and data migration support to our global customer base. The team is a specialized professional services department that delivers service and industry expertise on audit legal eDiscovery and data management related a Technical Lead Data Services you will provide guidance and assistance to Data Services team members customer-facing departments and Product Development teamsabout Data Services processes and business operations of our fast-paced organization.

This role will be focused on the oversight of services offered by the Data Services Department and the continuous improvement of the processes services offered and technology used in the department. The Technical Lead Data Services will also be required to perform customer-facing work as needed with a focus on complex and strategically important requests. These include imports exports migrations legal holds retention terms configurations deletions and terminations and other ad hoc enquiries.

Your responsibilities:

People & Leadership

• Act as the primary point of contact for the Data Services team on operational questions and escalated client issues.
• Provide day-to-day oversight of all Data Services customer requests ensuring timely accurate and compliant execution.
• Support the Data Services leadership team with departmental initiatives ad hoc projects and operational priorities.
• Serve as back-up for Department On-Call support as required.
• Contribute to hiring onboarding and training of new team members.
• Capture maintain and disseminate operational knowledge and best practices across the department.
• Participate in leadership discussions and development activities to support ongoing leadership growth

  Operational & Governance

• Oversee request and workflow queues to ensure all Data Services requests are managed efficiently and to a high standard.
• Lead the documentation maintenance and continuous improvement of Data Services processes and service offerings.
• Drive initiatives to develop test and troubleshoot Data Servicesrelated product and service features.
• Represent Data Services in relevant product and stakeholder reviews.
• Provide subject matter expertise in support of strategically important initiatives in partnership with Product and Program Management team.
• Ensure departmental processes align with ISO27001 and SOC2 requirements and audit standards.
• Support internal and external ISO27001 and SOC2 audits as required.
• Monitor response quality and timeliness providing feedback to team members and escalating performance concerns to Team Leads as appropriate

Technology & Systems Expertise

• Maintain advanced proficiency across all software tools and systems used by the Data Services team.
• Stay informed on product roadmaps enhancements and feature requests relevant to Data Services.
• Coordinate analyse and validate operational reports and dashboards as required to support decision-making.

Customer Delivery

• Lead and oversee complex customer-facing projects including data imports exports migrations legal holds retention configurations deletions terminations and other ad hoc requests.
• Manage initial customer escalations complaints or incidents escalating to Team Leads or senior leadership when appropriate.
• Ensure departmental service expectations are met including adherence to defined SLOs SLAs and KPIs.

About you:

• Post-secondary education; undergraduate degree preferred
• Minimum 3 years of experience in Data Services Department preferred
• Minimum 5 years of experience in a dynamic office environment
• Ability to write and speak English fluently with strong editing skills
• Previous legal technical and/or business communication required
• Experience in Microsoft Office specifically Excel and Outlook
• Technical/desktop trouble-shooting skills and computer proficiency
• Previous administration experience with the ability to manage multiple projects simultaneously

Working Conditions:

• Prepared to work evening / weekend shifts on rotation as needed
• Prepared to work statutory holidays as needed