Job Summary

The Subject Matter Expert in Support and Operations plays a critical role in ensuring timely resolution of escalated incidents while adhering to quality standards and service level agreements (SLAs). This position is essential for maintaining customer satisfaction and fostering effective communication between technical teams and business stakeholders.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents Using Cisco Ise And Palo Alto Technologies, Adhering To Agreed Slas To Enhance Operational Efficiency.
2. Conduct Mentoring Sessions For Administrators And Team Members, Prepare Standard Operating Procedures (Sops), And Maintain Comprehensive Documentation To Facilitate Knowledge Sharing.
3. Validate Change Order Implementation Plans And Human Error Compliance, And Actively Participate In Capacity Planning To Ensure Optimal Resource Allocation And Service Delivery.
4. Engage In Customer Meetings To Gather Feedback And Understand Issues, Ensuring Positive Customer Satisfaction And Addressing Concerns Proactively.
5. Validate And Analyze Incident Reports, Including Root Cause Analysis And Trend Analysis, To Present Insights And Performance Metrics To Key Business Stakeholders, Driving Continuous Improvement.

Skill Requirements

1. Proficient In Cisco Ise And Palo Alto Technologies.
2. Strong Analytical Skills For Incident Analysis And Reporting.
3. Excellent Communication And Mentoring Abilities.
4. Familiarity With Change Management Processes And Capacity Planning.

Other Requirements

1. Optional But Valuable Certifications: Cisco Certified Network Associate (Ccna), Palo Alto Networks Certified Network Security Administrator (Pcnsa)