Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring timely resolution of escalations and incidents while adhering to quality norms and service level agreements. This role requires in-depth knowledge of hardware break-fix processes, enabling proactive support and operational excellence to enhance customer satisfaction.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Analyzing Hardware Break-Fix Issues, Adhering To The Agreed Sla, And Implementing Corrective Measures.
2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Effective Documentation To Facilitate Knowledge Sharing Across The Team.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance By Participating In Capacity Planning Activities To Optimize Resource Allocation.
4. Engage In Customer Meetings To Gather Feedback And Understand Challenges Faced, Ensuring Positive Customer Experiences And Fostering Strong Relationships.
5. Validate And Present Analyses Such As Root Cause Analysis And Trend Analysis To Key Business Stakeholders, Enhancing Operational Performance And Decision-Making.

Skill Requirements

1. In-Depth Knowledge Of Hardware Break-Fix Processes And Incident Resolution Methodologies.
2. Strong Analytical Skills To Validate And Interpret Performance Analyses.
3. Excellent Communication And Presentation Skills For Effective Liaising With Stakeholders.
4. Familiarity With Service Level Agreements And Quality Compliance Standards.

Other Requirements

1. Itil Foundation Certification (Optional But Valuable)
2. Hardware Troubleshooting And Repair Certifications (Optional But Valuable