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Location: Nairobi, Kenya
About the role:
The role holder will act as the operational engine that keeps the Data Desk running at pace and to standard, serving as both a technical authority and a people manager, often in the same hour.
Ticket Routing & Triage:
Job Description
Lead Analyst- Data Operations
Department: Global Analytics and Technology
Employment Type: Permanent - Full Time
Location: Kenya
Reporting To: Head of Data Operations
Description
Location: Nairobi, Kenya
About the role:
The role holder will act as the operational engine that keeps the Data Desk running at pace and to standard, serving as both a technical authority and a people manager, often in the same hour.
The mandate has three pillars: keep the queue healthy, automate the repeatable tasks, and ensure that nothing inaccurate leaves the team. You manage the flow of incoming L1/L2 requests, perform 100% of code reviews for entry-level analysts, and systematically convert recurring requests into self-service dashboards — effectively working the Data Desk out of a job, one repeat ticket at a time. The ideal candidate is someone who takes pride in operational precision, finds satisfaction in growing junior talent, and has the SQL depth to catch a subtle logic error in a peer’s query.
What you would be expected to do:
Ticket Routing & Triage:
- Own the incoming request queue and serve as the first point of triage for all L1/L2 tickets raised to the Data Desk.
- Accurately categorize every request across the four tracks (Logic, Exports, Ops, and Finance) and route to the appropriate pod lead or analyst without delay.
- Monitor SLA performance across the queue in real time; proactively surface blockers to the Head of Data Ops before SLAs are breached.
- Maintain and continuously refine the triage playbook, updating categorization rules as request patterns evolve and new ticket types emerge.
Automation of the Routine:
- Systematically identify “repeat” requests and flag them for automation.
- Work closely with Pod Leads to scope, design, and ship self-service dashboards and automated data pipelines that retire those recurring requests.
- Coordinate with the Analytics Engineering pod to ensure all automated outputs conform to Sun King data quality and governance standards.
Technical Supervision & Code Review:
- Perform 100% of code reviews for entry-level analysts before any output is delivered to a business stakeholder.
- Review SQL, LookML, and dashboard logic for correctness, performance, and alignment with the Sun King Data Standard.
Team Operations & People Development:
- Run daily stand-ups for the Data Desk team, keeping the team aligned on priorities and unblocked on active tickets.
- Conduct regular 1-on-1s with direct reports, tracking progress against individual growth plans agreed with the Head of Data Ops.
- Onboard new Freshers into the Data Desk’s processes, tooling, and quality standards as part of the Data Academy rotation curriculum.
- Represent the Data Desk in cross-functional ceremonies — sprint reviews, stakeholder check-ins — when the Head of Data Ops is unavailable.
You would be a strong candidate if you:
- Hold a bachelor’s or Master’s degree in a technical field such as Computer Science, Data Science, Statistics, or a related discipline.
- Possess 4–9 years of experience in a data, analytics, or data operations function with at least 1–2 years in a role with direct responsibility for reviewing, mentoring, or managing junior data analysts. A track record of translating recurring manual work into automated or self-service solutions.
- Demonstrate strong hands-on SQL skills, working knowledge of LookML or equivalent BI layer logic (Looker, Tableau, Power BI, Metabase), and familiarity with AWS-based data environments.
What Sun King Offers (in addition to compensation and statutory benefits):
- Professional growth in a dynamic, rapidly expanding, high-social-impact industry
- An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
- A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
- Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Centre for Leadership.
We place great importance on sustaining a diverse, inclusive work environment.
We believe that innovation and understanding comes from diversity on every spectrum. We work to make sure every Sun King team member knows that they belong, knowing that sustaining an inclusive workplace requires conscious effort and is a continuous journey, not an end-state.
Sun King recruits, employs, trains, compensates and promotes people based on their experience, skills, effort, and results. We explicitly prohibit discrimination on the basis of race, religion, caste, national origin, colour, gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability.