We’re the world’s leading data, insights, and consulting company; we shape the brands of tomorrow by better understanding people everywhere.

Kantar’s Profiles division is home to the world’s largest audience network.

With access to 170m+ people in over 100 global markets, we offer unrivalled global reach with local relevancy. Validated by industry leading anti-fraud technology, Kantar’s Profiles Audience Network delivers the most meaningful data with consistency, accuracy, and accountability – all at speed and scale.

Job Details

This role involves providing advanced technical support within a specific domain or technology area.

The domain specialist diagnoses and resolves complex issues, collaborating with Level 1 support and cross-functional teams. They apply deep expertise in their domain to ensure the stability and optimal performance of critical systems and applications. Responsibilities include troubleshooting, escalating and managing incidents, and contributing to knowledge sharing. The role is crucial for resolving intricate technical problems, enhancing domain-specific knowledge, and delivering exceptional support, ultimately maintaining a high standard of reliability and performance within Kantar Profiles Technology.  

Key Responsibilities 

Advanced Technical Support: Provide expert-level technical support within a specific domain or technology area, serving as the go-to for complex issues. 

Issue Diagnosis: Diagnose and troubleshoot escalated technical problems, identifying root causes and solutions efficiently. 

Escalation Management: Act as a point of escalation for Level 1 support and collaborate with them to resolve complex issues. 

Incident Management: Manage and prioritize incidents, ensuring timely resolution and adherence to service level agreements (SLAs). 

Domain Expertise: Maintain in-depth knowledge of the domain or technology area, staying updated with the latest developments and best practices. 

Cross-Functional Collaboration: Collaborate with developers, engineers, and other cross-functional teams to resolve issues and enhance system performance. 

Knowledge Sharing: Contribute to knowledge bases, documentation, and training materials to empower Level 1 support and the broader organization. 

Performance Monitoring: Monitor systems and applications within the domain, proactively identifying potential issues and taking preventive actions. 

Continuous Improvement: Identify opportunities for process improvement and suggest enhancements to prevent recurring incidents. 

Customer and User Interaction: Interact with end-users and customers, providing clear and effective communication throughout the support process. 

Documentation: Maintain comprehensive records of incidents, troubleshooting steps, and resolutions for future reference. 

Adherence to Policies: Ensure compliance with company policies, security standards, and best practices within the domain. 

Knowledge Transfer: Share domain-specific knowledge and insights with team members and Level 1 support. 

Training: Stay updated with relevant certifications and training to enhance expertise within the domain. 

Risk Assessment: Assess and communicate potential risks and vulnerabilities within the domain to relevant stakeholders. 

Knowledge, Skills & Experience  

Relevant certifications in the specific domain or technology area  

Relevant experience in technical support or IT operations. 

Demonstrated expertise in the specific domain or technology area. 

Advanced technical proficiency and troubleshooting skills within the specialized domain or technology. 

Familiarity with relevant tools, software, and systems. 

Knowledge of incident management and ticketing systems. 

Strong problem-solving and analytical abilities for diagnosing complex issues. 

Effective communication and interpersonal skills for collaborating with cross-functional teams and customers. 

Adaptability to handle evolving technical challenges and domain-specific changes. 

Detail-oriented with a commitment to maintaining high-quality support. 

In-depth knowledge and understanding of the specific domain or technology area. 

Ability to stay updated with emerging trends and best practices within the domain. 

Customer-centric mindset, with a commitment to providing exceptional support and user experiences. 

Ability to manage and de-escalate complex technical issues efficiently. 

Strong documentation skills for maintaining records of incidents, solutions, and knowledge sharing. 

A commitment to staying updated with relevant certifications, training, and industry developments. 

Understanding of compliance requirements and adherence to organisational policies and standards within the domain. 

 #LI-DNP #LI-DNI

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Why join Kantar?

We shape the brands of tomorrow by better understanding people everywhere. By understanding people, we can understand what drives their decisions, actions, and aspirations on a global scale. And by amplifying our in-depth expertise of human understanding alongside ground-breaking technology, we can help brands find concrete insights that will help them succeed in our fast-paced, ever shifting world.

And because we know people, we like to make sure our own people are being looked after as well. Equality of opportunity for everyone is our highest priority and we support our colleagues to work in a way that supports their health and wellbeing. While we encourage teams to spend part of their working week in the office, we understand no one size fits all; our approach is flexible to ensure everybody feels included, accepted, and that we can win together. We’re dedicated to creating an inclusive culture and value the diversity of our people, clients, suppliers and communities, and we encourage applications from all backgrounds and sections of society. Even if you feel like you’re not an exact match, we’d love to receive your application and talk to you about this job or others at Kantar.