Masters degree or PhD in a quantitative or business field (e.g., statistics, data science, economics, operations research, applied mathematics, the natural sciences, or an MBA with analytics concentration) Working knowledge of support operations and how data informs staffing models, triage optimization, and process improvement. Monitor data quality across support data sources, flagging issues proactively and working with data engineering to resolve them.3+ years of experience working with IT support data, including ticketing systems, contact center platforms, or multi-channel interaction data.