Job Description

Salary
34,893 to 41,050 (dependent on experience)
Contract type
Permanent
Hours
Full Time
Location
Poole, Dorset, England
Location description
Hybrid between home and Poole - minimum 3 days per week in office
Closing Date
04-01-2026
Reference
20965
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About us
Our purpose is simple: to save lives at sea. For 200 years, our lifeboat crews and lifeguards have shown selfless courage to rescue those in peril on the water. Behind them is a dedicated, talented team making it all possible. This is your chance to join that team and use your skills to help save lives every day.
The role
As Data Support Analyst, you'll be the first point of contact for data support at the RNLI. You'll provide Line 1 and Line 2 production support across our data platforms, triaging incidents, restoring service quickly, and preventing repeat issues. Your work will keep our datasets, pipelines, APIs, and gateways healthy so colleagues and volunteers can rely on timely, trustworthy information.
Working pattern
This is primarily an on-site role at our Support Centre in Poole (minimum three days a week) and shift-based. Shifts rotate between:

• 07:00 - 15:00
• 09:00 - 17:00
• 11:00 - 19:00

Due to the 24/7 nature of our lifesaving service, support is sometimes required by our end-users outside core hours. We'll work with you to accommodate personal circumstances where possible, but you should be able to commit to this schedule.
What you'll do

• Own L1/L2 incident and request management for Power BI datasets, refreshes, gateways, and workspace access.
• Monitor Databricks jobs, Azure Service Bus queues, ETL pipelines, and Gravitee API gateways, taking action on alerts and following runbooks.
• Fix issues fast, update tickets and communications, and escalate to engineering or vendors when needed.
• Prevent recurrence by contributing to problem reviews, documenting known errors, and improving knowledge articles.
• Complete standard changes and access requests safely within SLAs.
• Produce simple weekly insights on trends, recurring failures, and time to restore, feeding improvements into backlogs.

About you
You're calm under pressure, great at triage, and passionate about making complex platforms reliable. You'll bring:

• Hands-on experience in L1/L2 support for data products
• Confidence using ticketing tools and service workflows (ITIL experience is a bonus).
• Practical knowledge of at least some of: Databricks, Azure Service Bus, SnapLogic, Gravitee, data observability tools, and basic SQL for triage.
• Clear written and verbal communication, with a focus on first-time fix and customer service.

The tech we use
Power BI Service and Gateway, Databricks lakehouse, Azure Service Bus, Gravitee API management, and data observability tooling.
What we offer

• Competitive pension scheme
• Flexible working and a culture that values work-life balance
• 26 days' annual leave plus Bank Holidays
• Life assurance
• Excellent health and dental cash plan

Safeguarding
The RNLI is committed to safeguarding; protecting a person's health, wellbeing, and human rights, enabling them to live free from harm, abuse, and neglect. We expect all employees and volunteers to share this commitment and have a zero-tolerance approach. The suitability of all prospective employees and volunteers will be assessed during the recruitment process in line with this commitment. This will include relevant criminal record checks being carried out dependent on the eligibility of the role. (England & Wales; DBS check, Scotland; Disclosure Scotland PVG, Northern Ireland; Access NI, Republic of Ireland; Garda Vetting; International, International Child Protection Certificate process).
Diversity at the RNLI
Our staff and volunteers have been saving lives at sea without prejudice for 200 years. We respect and value diversity of background, skills and perspectives within our teams, and consider it essential to help us deliver a world-class lifesaving service. We are an inclusive organisation and welcome applications from everyone. In addition to having the skills needed for the role, we also look for applicants who share our commitment to living our RNLI values (trustworthy, courageous, selfless, and dependable), and helping us work towards Our Vision: To save Every One.

Skills Required