Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring the timely resolution of escalations and incidents within the Support & Operations domain. Leveraging expertise in Azure Security and Palo Alto technologies, this role emphasizes effective analysis and adherence to quality norms to enhance customer satisfaction and operational efficiency.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets/Incidents By Utilizing Azure Security Protocols And Palo Alto Tools, Adhering Strictly To Agreed Slas.
2. Conduct Mentoring Sessions For Administrators And Team Members, Develop Standard Operating Procedures (Sops), And Maintain Comprehensive Documentation To Foster Knowledge Sharing Within The Team.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Standards While Actively Participating In Capacity Planning Discussions To Optimize Resource Allocation.
4. Foster Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings, Utilizing Azure Security Insights To Address And Resolve Any Issues Effectively.
5. Validate And Analyze Performance Data Through Root Cause And Trend Analysis Using Azure Security Metrics, Preparing Reports For Presentation To Key Business Stakeholders To Drive Continuous Improvement.

Skill Requirements

1. Proficient In Azure Security And Palo Alto Technologies.
2. Strong Analytical Skills For Conducting Root Cause Analysis And Trend Analysis.
3. Excellent Communication And Presentation Skills To Liaise With Business Stakeholders.
4. Familiarity With Developing Standard Operating Procedures (Sops) And Documentation Practices.

Other Requirements

1. Optional But Valuable: Azure Security Engineer Associate Certification.
2. Optional But Valuable: Palo Alto Networks Certified Network Security Engineer (Pcnse)