L2 Operations and Support Model

L2 Operations are responsible for the day-to-day running and first-line troubleshooting of the Canonical/UDS pipelines, with a deliberate focus on the Marketing Data Mart → Canonical → 360 flows. L2 does not design mappings or data models; instead, they execute runbooks, monitor jobs, diagnose common failures, and escalate to the appropriate expert roles when needed.

L2's scope includes:

• Monitoring scheduled jobs (Airflow DAGs, ETL jobs, DBT models, or equivalent) that feed:
  • Landing Zone (LDZ) from the Marketing Data Mart
  • Raw Data Vault (RDV) from LDZ
  • Canonical/UDS Interface Layer from RDV or Marketing Data Mart
  • 360 layers (Customer 360, Campaign 360) from Interface Layer / RDV
• Executing documented runbooks for:
  • Job restarts and reruns
  • Handling late or missing source files
  • Basic parameter or configuration corrections (dates, batch IDs, environment switches)
• Performing first-level technical investigation:
  • Reviewing logs, error messages, and job history
  • Checking counts and basic sanity checks where runbooks define them
• Escalating issues to Tech BA, ETL Developer, DBA, or Metadata Architect when the problem is outside runbook scope.

L2 is expected to operate the system, not change the model, mappings, or business rules.