Job Summary

The Subject Matter Expert (Support & Operations) plays a critical role in ensuring timely resolution of escalated incidents while maintaining compliance with quality standards and service level agreements (SLAs). This position is vital for enhancing customer satisfaction through effective analysis, mentorship, and communication with stakeholders.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents Using Commvault And Azure Tools, Adhering To Agreed Slas To Maintain Service Excellence.
2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Facilitate Knowledge Sharing And Operational Efficiency.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols, Participating In Capacity Planning Activities To Optimize Resource Allocation.
4. Facilitate Customer Satisfaction By Actively Engaging In Customer Meetings To Address Concerns And Gather Feedback, Ensuring That Services Meet Client Expectations.
5. Validate And Present Analyses, Including Root Cause And Trend Analyses, To Key Business Stakeholders, Enabling Data-Driven Decisions To Enhance Operational Performance.

Skill Requirements

1. Expertise In Commvault And Azure For Effective Incident Resolution And Operational Support
2. Strong Analytical Skills With The Ability To Perform Root Cause And Trend Analyses
3. Excellent Communication And Presentation Skills For Stakeholder Engagement
4. Proficient In Documentation Practices And Sop Development
5. Familiarity With Capacity Planning And Change Management Processes

Other Requirements

1. Itil Foundations Certification Is Optional But Valuable
2. Commvault Certified Professional Certification Is Recommende