Job Summary

The Subject Matter Expert (Support & Ops) plays a crucial role in ensuring the timely and quality resolution of escalations and incidents within the organization. This position emphasizes efficient analysis in accordance with SLAs and quality standards, ultimately driving positive customer satisfaction. The expert will leverage their extensive knowledge of BEA WebLogic and WebSphere Application Server to guide teams, facilitate communication, and mentor colleagues, enhancing operational effectiveness.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents In Bea Weblogic And Websphere Application Server As Per Agreed Slas, Minimizing Downtime And Ensuring Service Continuity.
2. Mentor Support Staff And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation, Ensuring Knowledge Sharing Across The Team.
3. Validate Change Order Implementation Plans And Ensure Adherence To Human Error Compliance, Actively Participating In Capacity Planning To Align Resources With Operational Demands.
4. Participate In Customer Meetings To Address Issues And Gather Feedback, Fostering Positive Customer Relationships And Ensuring Satisfaction With Support Services.
5. Validate And Analyze Root Cause And Trend Analyses, Preparing Detailed Reports That Highlight Performance Metrics And Facilitate Discussions With Key Business Stakeholders.

Skill Requirements

1. In-Depth Knowledge Of Bea Weblogic And Websphere Application Server.
2. Strong Analytical Skills With The Ability To Perform Root Cause And Trend Analyses.
3. Excellent Communication And Interpersonal Skills For Effective Stakeholder Engagement.
4. Proficient In Developing Sops And Maintaining Documentation For Operational Processes.
5. Familiarity With Capacity Planning And Change Management Processes.

Other Requirements

1. Optional But Valuable Certifications: Oracle Weblogic Server Certification, Ibm Websphere Application Server Certification