Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring timely resolution of escalations and incidents while adhering to SLA and quality standards. This position requires in-depth expertise in BMC Control M and PowerShell, facilitating effective communication and documentation, and driving customer satisfaction by actively engaging with stakeholders.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents By Analyzing Issues Using Bmc Control M And Powershell, Thereby Meeting Agreed Slas And Enhancing Operational Efficiency.
2. Mentor Team Members And Administrators, Prepare Standard Operating Procedures, And Maintain Effective Documentation, While Facilitating Knowledge Sharing To Improve Team Performance And Service Delivery.
3. Validate Change Order Implementation Plans And Human Error Compliance By Utilizing Powershell Scripts For Automated Checks, And Contribute To Capacity Planning Initiatives To Optimize Resource Allocation.
4. Actively Participate In Customer Meetings To Understand Issues Faced, Ensuring Positive Customer Feedback And Satisfaction Through Effective Problem-Solving And Communication.
5. Validate Analyses Such As Root Cause Analysis And Trend Analysis Using Python For Data Processing, And Prepare Reports To Present Performance Insights To Key Business Stakeholders.

Skill Requirements

1. In-Depth Expertise In Bmc Control M For Job Scheduling And Automation.
2. Proficient In Powershell Scripting For System Administration And Task Automation.
3. Strong Analytical Skills With Proficiency In Python For Data Analysis And Reporting.
4. Excellent Communication And Presentation Abilities To Engage With Business Stakeholders.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable For This Role.
2. Bmc Control M Certification Is Preferred