Job Summary

The Subject Matter Expert (Support & Ops) plays a pivotal role in ensuring timely resolution of escalations and incidents within the Support & Operations team. This role emphasizes efficient analysis in alignment with service level agreements (SLAs) and quality standards, contributing significantly to customer satisfaction and operational excellence.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents And Tickets Using F5 And Ddi-Infoblox/Efficient Ip Technology, Adhering To Slas And Operational Standards.
2. Mentor Team Members And Administrators By Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation, While Facilitating Knowledge Sharing To Enhance Team Efficiency.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, Actively Participating In Capacity Planning To Optimize Resource Utilization.
4. Foster Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings To Understand And Address Any Operational Challenges They Face.
5. Conduct And Validate Analyses Such As Root Cause Analysis And Trend Analysis, Preparing Insightful Reports To Facilitate Performance Improvements And Presenting Findings To Key Business Stakeholders.

Skill Requirements

1. Proficient In F5 Technologies And Ddi-Infoblox/Efficient Ip Solutions.
2. Strong Analytical Skills With The Ability To Conduct Root Cause And Trend Analysis.
3. Excellent Documentation Skills And Experience In Preparing Sops.
4. Strong Communication Skills For Effective Stakeholder Engagement.
5. Familiarity With Capacity Planning And Change Management Processes.

Other Requirements

1. Optional But Valuable: Itil Foundation Certification.
2. Optional But Valuable: F5 Certified Administrator (F5-Ca) Certification