Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring the timely resolution of escalations and incidents while adhering to quality norms and service level agreements (SLAs). This position is pivotal in enhancing customer satisfaction through effective analysis, communication, and process improvement.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Utilizing Dynatrace For Performance Monitoring And Powershell For Automation, Aligning With Agreed Slas.
2. Conduct Value-Added Activities, Including Mentoring Team Members And Preparing Standard Operating Procedures Using Python For Process Automation, While Maintaining Effective Documentation And Promoting Knowledge Sharing.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance By Leveraging Dynatrace Insights And Powershell Scripts, While Actively Participating In Capacity Planning Initiatives.
4. Facilitate Positive Customer Feedback And Satisfaction By Participating In Customer Meetings, Employing Effective Communication Skills To Understand And Address Any Issues Faced.
5. Validate Analyses Such As Root Cause Analysis And Trend Analysis Using Python And Present Performance Reports To Key Business Stakeholders, Ensuring Data-Driven Decision-Making.

Skill Requirements

1. In-Depth Knowledge Of Dynatrace For Performance Monitoring And Incident Management.
2. Proficiency In Powershell Scripting For Process Automation And Incident Resolution.
3. Strong Analytical Skills With The Ability To Conduct Root Cause Analysis And Trend Analysis Using Python.
4. Excellent Communication Skills For Effective Stakeholder Engagement And Presentation.

Other Requirements

1. Optional But Valuable: Itil Foundation Certification.
2. Optional But Valuable: Dynatrace Certification