Job Summary

The Subject Matter Expert (Support & Ops) plays a crucial role in ensuring the timely resolution of escalated incidents related to On-Premise Active Directory. This position emphasizes quality compliance, customer satisfaction, and effective communication with stakeholders, thereby driving operational excellence within the organization.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Active Directory Incidents By Performing In-Depth Analysis And Adhering To Sla Agreements, Thereby Enhancing Service Reliability.
2. Mentor Team Members And Administrators By Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation, While Actively Sharing Knowledge To Promote A Culture Of Continuous Improvement.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, While Contributing To Capacity Planning Initiatives To Optimize Resource Allocation And Efficiency.
4. Facilitate Positive Customer Feedback And Satisfaction By Actively Participating In Customer Meetings To Address And Resolve Any Issues Related To Active Directory Services.
5. Validate And Analyze Reports Such As Root Cause Analysis And Trend Analysis To Present Findings To Key Business Stakeholders, Facilitating Informed Decision-Making And Enhancing Operational Performance.

Skill Requirements

1. In-Depth Knowledge Of On-Premise Active Directory Management And Operations
2. Strong Analytical Skills To Perform Root Cause And Trend Analyses
3. Excellent Communication And Presentation Skills For Stakeholder Engagement
4. Familiarity With Sla Compliance And Incident Management Processes

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable
2. Microsoft Certified: Azure Administrator Associate Is Optional But Valuabl