Job Summary

As a Subject Matter Expert in Support & Operations, you will play a critical role in ensuring the efficient resolution of escalated incidents and support requests. Your expertise in Rubrik CDM and EMC Legato will drive quality compliance and enhance customer satisfaction, ultimately contributing to the organization's operational success. You will serve as a key liaison between technical teams and business stakeholders, facilitating effective communication and proactive problem-solving.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Analyzing And Addressing Tickets As Per Sla Agreements, Utilizing Rubrik Cdm And Emc Legato Tools.
2. Mentor Team Members And Administrators By Preparing Standard Operating Procedures, Maintaining Comprehensive Documentation, And Promoting Knowledge Sharing To Enhance Team Capabilities.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance While Actively Participating In Capacity Planning To Support Operational Efficiency.
4. Foster Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings To Identify And Resolve Issues, Ensuring A Seamless Experience.
5. Conduct Validation Analyses, Including Root Cause Analysis And Trend Analysis, And Prepare Reports To Present Findings To Key Business Stakeholders, Facilitating Informed Decision-Making.

Skill Requirements

1. Strong Proficiency In Rubrik Cdm (Cloud Data Management) And Emc Legato.
2. In-Depth Knowledge Of Support Operations And Incident Management Processes.
3. Excellent Analytical And Problem-Solving Skills.
4. Effective Communication And Presentation Abilities To Interact With Business Stakeholders.
5. Familiarity With Itil Best Practices Is Advantageous.

Other Requirements

1. Optional But Valuable Certifications: Rubrik Certified Administrator, Emc Proven Professional Certification