Job Summary

The Subject Matter Expert (Support & Ops) plays a crucial role in ensuring the timely resolution of escalations and incidents, adhering to SLA and quality standards. This position is vital in enhancing customer satisfaction through effective communication and collaboration within the organization.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Incidents Related To Emc Powermax And Emc Powerstore Storage Solutions, Adhering To The Agreed Sla.
2. Mentor Team Members In Best Practices For Emc Powermax And Powerstore, Prepare Standard Operating Procedures (Sops), And Maintain Thorough Documentation To Support Operational Excellence.
3. Validate Change Order Implementation Plans For Emc Storage Solutions And Ensure Compliance With Human Error Protocols While Participating In Capacity Planning Discussions.
4. Facilitate Customer Meetings To Gather Insights And Address Issues, Ensuring Positive Customer Feedback And Satisfaction Regarding Support Services.
5. Conduct Root Cause Analysis And Trend Analysis To Validate Findings And Prepare Detailed Reports To Inform Key Business Stakeholders About Performance Metrics And Improvement Opportunities.

Skill Requirements

1. In-Depth Knowledge Of Emc Powermax And Emc Powerstore Technologies
2. Strong Analytical Skills For Conducting Root Cause And Trend Analysis
3. Excellent Communication Skills For Liaising With Business Stakeholders
4. Proficiency In Preparing Documentation And Sops For Operational Processes

Other Requirements

1. Optional Certifications In Emc Storage Solutions Or Itil Foundation May Be Valuable For This Role