A b o u t

About the Project

• The FIFA Data Hub (FDH) is FIFA’s centralized data platform, designed to integrate, manage and distribute data across the organization. It provides a secure and scalable environment for data ingestion, processing, integration, analytics and reporting, supporting data-driven decision-making across FIFA’s business functions.

Role Overview

• The Operations & Enhancement Engineer is the first line of ownership for user-reported issues on the FDH Enterprise Data Warehouse (EDW). You will take in user tickets, analyze the business logic implemented in the EDW, find the root cause, fix issues in the EDW code, and coordinate the Data Integration and Platform teams whenever the cause sits in their area. You own each ticket until the user confirms resolution, and you turn recurring problems into permanent improvements.

• You will work closely with business users, the Data Integration & Pipeline team, the Platform team and FIFA technical stakeholders. This role is about understanding the data and the logic behind it, finding where things go wrong, and driving the right people to fix it quickly.

M A I N R E S P O N S I B I L I T I E S

Ticket Intake & Service Management

• Receive, classify and prioritize incidents, problems and service requests from users in ServiceNow, following ITIL practices and the agreed SLAs.

• Keep users informed with clear status updates, set expectations on resolution time and confirm closure with the requester.

• Escalate critical incidents promptly and take part in hypercare and major-event support.

EDW Business-Logic Analysis & Root Cause Analysis

• Analyze the business logic in the EDW by reading and understanding SQL, dbt models and Airflow DAGs, and by tracing data lineage across layers.

• Locate the source of data issues such as wrong, missing, duplicated or late data and report discrepancies, and validate data quality and freshness.

• Perform root cause analysis (RCA), document findings, and define corrective and preventive actions.

• Maintain RCA reports, known-error records, runbooks and knowledge articles.

Fixing EDW Code Issues

• Fix defects in EDW code, including SQL, dbt models, macros and tests, and Airflow DAG logic such as dependencies, schedules and parameters.

• Follow the team’s Git workflow, code review, testing and release process, and support production deployments of these fixes.

• Reprocess or backfill affected data where needed and verify the results with the user.

Cross-Team Coordination & Resolution

• Decide quickly whether an issue belongs to EDW logic, the integration chain or the platform, and hand it over to the right team with logs, evidence and impact.

• Integration chain or tool issues (pipelines, connectors, streaming, APIs): hand over to the Data Integration & Pipeline team.

• Cloud platform, Snowflake or PostgreSQL issues, and platform upgrades: raise with the Platform team.

• Organize and lead cross-team calls for complex or high-priority issues, track actions and own the ticket until it is closed.

Enhancement & Continuous Improvement

• Capture enhancement requests and recurring problems, assess their impact and prioritize them with stakeholders.

• Implement enhancements within the EDW logic (SQL, dbt, Airflow DAG logic). Route integration or platform enhancements to the respective teams and track them to delivery.

• Coordinate change requests with the project process, including impact on effort, plan and release date.

• Improve runbooks, SOPs and routine checks, and report ticket trends, SLA performance and improvement results.

Security, Governance & Collaboration

• Follow access control, data protection and API security requirements, and handle sensitive information, including Personally Identifiable Information (PII), in line with security and compliance requirements.

• Take part in daily stand-ups, weekly operational reviews, technical reviews and Agile delivery activities.

• Collaborate with business stakeholders, technical teams and external service providers.

R O L E R E Q U I R E M E N T S

• Minimum 3 years of relevant experience in data engineering, EDW or data warehouse support, application support or similar technical operations roles.

• Strong SQL skills, including complex queries, debugging and performance analysis; experience with Snowflake or a similar cloud data warehouse.

• Hands-on experience with dbt (models, tests, macros) and the ability to read, analyze and modify Airflow DAGs; working knowledge of Git and basic Python.

• Proven experience in production support, incident and problem management, and root cause analysis; experience with ServiceNow or similar ITSM tools and ITIL practices.

• Ability to analyze data lineage and business logic across data layers and validate data quality.

• Strong communication and coordination skills, with the ability to lead cross-team issue resolution and manage stakeholders.

• Fluent English, both spoken and written, as the working language.

• Understanding of data governance, security, access management and data protection principles.

• Ability to work independently, take ownership and contribute to continuous improvement.

N I C E t o H A V E

• Working knowledge of PostgreSQL and Microsoft Azure.

• Familiarity with NiFi, Kafka or similar integration tools, enough to hand over issues with good evidence.

• Experience using monitoring tools such as Splunk and Grafana.

• Experience in sports, media or large-event data operations.

M I S C E L L A N E O U S

• Based in Malaysia, with regular working hours aligned to Malaysia time.

• Participate in a rotating on-call or shift schedule to support European (CET) business hours and critical tournament periods.

• Willingness to support scheduled deployments, maintenance activities and critical incident resolution outside standard working hours on a rotational basis.

• Working language is English.

Gaji: RM 6,000 – RM 8,000 per month

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