Data Analyst, Pour Control Center

Sterling, Virginia, United States | Data Analytics | Full-time | Partially remote

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We approach smart beverage dispensing as a mission critical application, requiring near perfect uptime for our customers, which include popular sports stadiums, hotels, restaurants and cruise ships. This position is critical to Sestra’s mission, leveraging our big data infrastructure to analyze data patterns in real time to best support our customers. The Our Control Center Analyst will provide analytical support companywide; advance methods to anticipate, identify and rectify customer service issues proactively; help to make data-driven decisions critical to Sestra’s Success and provide real time monitoring and response to customer issues. 

Responsibilities

  • Monitor Sestra system performance at all customer sites
  • Drive strategy, service level indicators, alarms and performance metrics
  • Catalog patterns in customer behavior that indicate or anticipate longer-term problems and failures (e.g. training issues, loss of engagement with system, overall customer health dashboard)
  • Detect patterns that indicate problems and failures (e.g., software bugs, mechanical issues)
  • Oversee incoming trouble tickets, triaging troubleshooting and directing them appropriately
  • Work with Operations and Engineering to ensure the accuracy of incoming pour data
  • Identify issues that affect or interfere with customers’ ability to pour correctly
  • Build a technical knowledge base to support technicians in the field to improve efficiency
  • Design and generate reports on device performance, maintenance procedures, customer use, customer pour patterns, and other quantitative metrics of importance to the business in order to perform analysis and make improvements
  • Develop requirements for operational support dashboards, introduce improvements to our system
  • Implement processes and procedures company wide, communicating clearly and often
  • Manage the deployment of software and firmware upgrades to the field
  • Maintain a customer health dashboard to track high-level insights into the well-being of each customer
  • Participate Sestra’s Level 2 on call rotation (approximately 1 week 8 x per year) which requires remote monitoring and support during nights and weekends and requesting dispatch teams as appropriate
  • May be required to perform other duties as assigned.

Skills

  • Critical thinking and problem solving
  • High attention to detail
  • Data visualization and presentation
  • Technical: SQL, Python, Excel