Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring the timely resolution of escalated incidents while adhering to quality compliance and SLA standards. This role leverages expertise in EMC Avamar and EMC Legato to enhance operational efficiency, improve customer satisfaction, and foster effective communication with stakeholders.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents Using Emc Avamar And Emc Legato, Adhering To The Agreed Sla To Maintain High Service Standards.
2. Mentor Team Members And Administrators On Best Practices Related To Emc Technologies, While Preparing Standard Operating Procedures (Sops) And Maintaining Effective Documentation For Knowledge Sharing.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, While Actively Participating In Capacity Planning To Optimize Resource Utilization.
4. Facilitate Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings To Identify And Address Issues, Utilizing Strong Communication Skills To Present Solutions Effectively.
5. Conduct Thorough Analyses, Including Root Cause And Trend Analysis, To Support Performance Improvement Efforts, And Prepare Detailed Reports For Presentation To Key Business Stakeholders.

Skill Requirements

1. Proficient In Emc Avamar And Emc Legato With A Solid Understanding Of Their Operational Functionalities.
2. Strong Analytical Skills With The Ability To Conduct Root Cause And Trend Analysis.
3. Excellent Communication And Presentation Skills To Engage With Stakeholders And Customers Effectively.
4. Familiarity With Creating And Maintaining Documentation And Sops.
5. Ability To Mentor And Guide Team Members In Technical Aspects Of Support Operations.

Other Requirements

1. Emc Certified Specialist For Avamar And/Or Legato (Optional But Valuable)