Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring the timely resolution of escalated incidents while adhering to quality standards and service level agreements (SLAs). This position is pivotal in enhancing customer satisfaction through effective communication, mentoring, and operational excellence within the support and operations team.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Incidents By Utilizing Ca Api Gateway (Layer 7) And Ca Siteminder To Analyze And Troubleshoot Issues, Meeting Agreed Slas.
2. Mentor Team Members On Best Practices And Standards Related To Identity Management And Api Security, While Preparing Sops And Maintaining Comprehensive Documentation To Support Operational Efficiency.
3. Validate And Oversee The Change Order Implementation Plan And Human Error Compliance, And Actively Contribute To Capacity Planning Initiatives To Optimize Resource Utilization.
4. Enhance Customer Satisfaction By Participating In Customer Meetings, Understanding Issues Faced, And Providing Actionable Insights To Improve Service Delivery.
5. Conduct In-Depth Analyses Such As Root Cause Analysis And Trend Analysis Using Relevant Tools, And Prepare Performance Reports To Present Findings And Recommendations To Key Business Stakeholders.

Skill Requirements

1. Proficient In Ca Api Gateway (Layer 7) And Ca Siteminder
2. Strong Analytical Skills With Experience In Incident Management And Resolution
3. Excellent Communication And Interpersonal Skills For Effective Stakeholder Engagement
4. Familiarity With Identity Management Principles And Practices
5. Ability To Mentor And Guide Team Members In Technical And Operational Matters

Other Requirements

1. Optional But Valuable Certifications: Ca Api Gateway Certification, Ca Siteminder Certification, Itil Foundation Certificatio