Job Summary

The Subject Matter Expert in Support & Operations plays a crucial role in ensuring timely resolutions of escalations and incidents. This position emphasizes efficient analysis aligned with service level agreements (SLAs) and quality standards, ultimately contributing to enhanced customer satisfaction and operational excellence.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents Using Kafka For Real-Time Data Processing And Powershell For Automation, Adhering To Agreed Slas.
2. Mentor Team Members And Administrators By Conducting Training Sessions, Documenting Standard Operating Procedures (Sops), And Facilitating Knowledge Sharing To Enhance Team Capabilities And Operational Effectiveness.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance By Utilizing Python For Scripting And Automation Of Processes, While Also Participating In Capacity Planning Discussions.
4. Foster Positive Customer Feedback Through Active Participation In Customer Meetings To Understand And Address Issues, Applying Powershell For Operational Reporting And Monitoring.
5. Validate Analyses Such As Root Cause Analysis And Trend Analysis Using Kafka For Data Ingestion And Python For Data Analysis, Preparing Performance Reports For Presentation To Key Business Stakeholders.

Skill Requirements

1. Strong Knowledge And Experience With Kafka For Data Streaming And Processing.
2. Proficient In Powershell For Task Automation And System Management.
3. Familiarity With Python For Scripting And Data Analysis.
4. Solid Understanding Of Incident Management And Escalation Processes.
5. Excellent Communication And Presentation Skills.

Other Requirements

1. Optional But Valuable Certifications: Kafka Certified Developer, Microsoft Certified: Powershell And Azure Automation, Python Institute Certified Entry-Level Python Programmer