Job Summary

The Subject Matter Expert in Support & Operations plays a pivotal role in ensuring timely resolution of escalations and incidents, adhering to quality standards and SLAs. This position is vital to maintaining high levels of customer satisfaction by leveraging expertise in CISCO Switch technology and IBM Flash System Storage to provide strategic insights and support.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents Involving Cisco Switch Systems, Adhering To Established Slas And Quality Norms To Maintain Operational Excellence.
2. Mentor Administrators And Team Members In Cisco Switch Operations, Develop Standard Operating Procedures, And Maintain Comprehensive Documentation To Enhance Team Efficiency And Knowledge Sharing.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance While Actively Participating In Capacity Planning Initiatives To Optimize Resource Allocation And System Performance.
4. Foster Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings, Addressing Issues, And Effectively Communicating Solutions To Enhance Service Delivery.
5. Conduct And Validate Analyses, Including Root Cause Analysis And Trend Analysis, To Provide Actionable Insights And Reports That Facilitate Performance Improvements And Inform Key Business Stakeholders.

Skill Requirements

1. Expert-Level Proficiency In Cisco Switch Technologies And Ibm Flash System Storage.
2. Strong Analytical Skills For Conducting Root Cause And Trend Analyses.
3. Excellent Communication And Presentation Skills For Stakeholder Engagement.
4. Proficient In Developing And Documenting Standard Operating Procedures.

Other Requirements

1. Optional But Valuable: Cisco Certified Network Professional (Ccnp) Certification.
2. Optional But Valuable: Ibm Certified Specialist Ibm Flashsystem