Job Summary

The Subject Matter Expert in Support & Operations plays a vital role in ensuring the timely resolution of escalations and incidents while adhering to quality standards and SLAs. This position is crucial for maintaining customer satisfaction through effective analysis and communication with key stakeholders.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets In Cisco Voice Systems As Per The Agreed Sla, Utilizing Analytical Skills To Assess And Address Issues Efficiently.
2. Mentor Team Members And Administrators By Preparing Standard Operating Procedures, Maintaining Effective Documentation, And Sharing Knowledge To Enhance Team Performance And Operational Excellence.
3. Validate Change Order Implementation Plans And Assess Human Error Compliance In Cisco Voice Solutions, Actively Participating In Capacity Planning To Optimize Resource Allocation.
4. Foster Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings, Identifying Issues, And Facilitating Prompt Resolutions Through Effective Communication Strategies.
5. Validate Analyses Such As Root Cause And Trend Analysis Related To Cisco Voice Incidents, Preparing Detailed Reports For Presentation To Key Business Stakeholders To Drive Performance Improvements.

Skill Requirements

1. Proficient In Cisco Voice Technologies And Troubleshooting Methodologies.
2. Strong Analytical Skills With The Ability To Conduct Root Cause And Trend Analysis.
3. Excellent Communication And Interpersonal Skills For Effective Stakeholder Engagement.
4. Familiarity With Standard Operating Procedures And Documentation Practices.

Other Requirements

1. Cisco Certified Network Associate (Ccna) Voice Certification Is Recommended.
2. Itil Foundation Certification Is Optional But Valuable