Job Summary

The Subject Matter Expert in Support & Operations plays a critical role in ensuring the effective management and execution of disaster recovery exercises and business continuity planning. This position focuses on resolving escalations and incidents promptly while maintaining compliance with quality standards, ultimately enhancing customer satisfaction and operational resilience.

Key Responsibilities

1. Coordinate And Manage Disaster Recovery Exercises And Business Continuity Planning Activities, Ensuring Adherence To Best Practices And Quality Compliance In Line With Defined Slas.
2. Facilitate Knowledge Sharing By Mentoring Team Members, Preparing Standard Operating Procedures, And Maintaining Comprehensive Documentation For Disaster Recovery Processes.
3. Validate The Change Order Implementation Plan And Ensure Compliance With Human Error Protocols While Participating In Capacity Planning Initiatives To Ensure Robust Operational Readiness.
4. Actively Engage In Customer Meetings To Understand Challenges, Ensuring Positive Feedback And High Levels Of Customer Satisfaction Through Effective Communication And Issue Resolution.
5. Conduct In-Depth Analyses, Including Root Cause Analysis And Trend Analysis, To Validate Reports And Provide Insights For Performance Improvement To Key Business Stakeholders.

Skill Requirements

1. Strong Understanding Of Disaster Recovery Exercise Coordination And Business Continuity Planning.
2. Proficient In Analysis Techniques Such As Root Cause Analysis And Trend Analysis.
3. Excellent Communication And Presentation Skills To Liaise Effectively With Business Stakeholders.
4. Familiarity With Documentation Standards And Process Improvement Methodologies.

Other Requirements

1. Optional But Valuable: Certifications In Business Continuity Planning (Cbcp) Or Disaster Recovery Planning (Cdrp)