Job Summary

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

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents By Utilizing Ibm Mq And Iib (Ace) To Analyze And Address Issues As Per The Agreed Slas.
2. Mentor Team Members And Administrators By Developing And Maintaining Standard Operating Procedures (Sops) And Effective Documentation While Facilitating Knowledge Sharing Across The Team.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, While Actively Participating In Capacity Planning Discussions To Optimize Resource Utilization.
4. Engage With Customers In Meetings To Gather Feedback And Understand Issues, Ensuring A Focus On Positive Customer Satisfaction And Proactive Issue Resolution.
5. Conduct Thorough Analyses, Including Root Cause Analysis And Trend Analysis, To Validate Reports And Facilitate Performance Improvements, Presenting Findings To Key Business Stakeholders.

Skill Requirements

1. Expertise In Ibm Mq And Iib (Ace) With A Solid Understanding Of Messaging Systems And Integration Patterns.
2. Strong Problem-Solving Skills With The Ability To Perform Detailed Root Cause Analyses And Trend Evaluations.
3. Excellent Communication Skills To Effectively Liaise With Business Stakeholders And Present Technical Information Clearly.
4. Familiarity With Ticketing Systems And Incident Management Processes To Ensure Compliance With Slas.
5. Proficient In Developing Documentation And Sops For Operational Procedures.

Other Requirements

1. Optional But Valuable Certifications: Ibm Certified Solution Architect Integration Bus, Ibm Certified Advanced Message Queuing Protocol (Amqp) Fundamentals