Job Summary

The Subject Matter Expert (Support & Ops) plays a pivotal role in ensuring the timely resolution of escalations and incidents within the Support & Operations domain. This position emphasizes efficient analysis in line with Service Level Agreements (SLAs) and quality norms, ultimately driving positive customer satisfaction and effective communication with business stakeholders.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents By Analyzing Issues Through Global Account Management Practices, Aligning Actions With Agreed Slas.
2. Conduct Value Addition Activities Such As Mentoring Team Members, Preparing Standard Operating Procedures (Sops), And Maintaining Effective Documentation While Facilitating Knowledge Sharing Within The Team.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance By Integrating Windows Pc Management Best Practices In Capacity Planning Efforts.
4. Foster Positive Customer Feedback And Satisfaction By Actively Participating In Customer Meetings, Utilizing Global Account Management Techniques To Address And Resolve Issues.
5. Validate Analyses Such As Root Cause Analysis And Trend Analysis, Utilizing Insights To Produce Reports That Enhance Performance And Are Presented To Key Business Stakeholders.

Skill Requirements

1. Proficiency In Global Account Management And Windows Pc Operations.
2. Strong Analytical Skills To Facilitate Incident Resolution And Performance Reporting.
3. Excellent Communication And Presentation Skills For Stakeholder Engagement.
4. Ability To Mentor And Guide Team Members In Operational Best Practices.

Other Requirements

1. Optional But Valuable Certifications: Itil Foundation Certification, Microsoft Certified: Windows Client