Job Summary

The Subject Matter Expert in Support & Operations plays a critical role in ensuring the timely resolution of escalated incidents while adhering to quality standards and service level agreements (SLAs). This position is integral to enhancing customer satisfaction through effective communication, mentoring, and continuous improvement of operational processes.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Analyzing Issues Effectively Using Netapp And Redhat Linux Solutions, Adhering To Agreed Slas.
2. Mentor Team Members And Prepare Standard Operating Procedures (Sops) While Maintaining Comprehensive Documentation And Facilitating Knowledge Sharing Within The Team.
3. Validate Change Order Implementation Plans And Human Error Compliance, Actively Participating In Capacity Planning To Optimize Resources Within The Hpc Environment.
4. Engage In Customer Meetings To Gather Feedback And Address Concerns, Ensuring Positive Customer Satisfaction And Fostering Strong Relationships.
5. Conduct Thorough Analyses, Including Root Cause Analysis And Trend Analysis, And Prepare Reports To Present Findings And Performance Metrics To Key Business Stakeholders.

Skill Requirements

1. Proficient In Netapp Storage Solutions With A Solid Understanding Of Data Management And Optimization.
2. Strong Expertise In Redhat Linux For System Administration And Operational Support.
3. Familiarity With High Performance Computing (Hpc) Environments And Associated Tools.
4. Knowledge Of Load Sharing Facility And Azure Cloud Services As They Pertain To Operations.
5. Excellent Analytical And Problem-Solving Skills, With The Ability To Communicate Effectively With Stakeholders.

Other Requirements

1. Optional But Valuable Certifications: Netapp Certified Data Administrator, Red Hat Certified Engineer (Rhce)