Job Summary

As a Subject Matter Expert in Support & Operations, you will play a crucial role in ensuring timely resolution of escalated incidents while adhering to service level agreements (SLA) and quality standards. Your expertise in IBM QRADAR and technical solution implementation for Security Information and Event Management (SIEM) will significantly impact customer satisfaction and operational excellence.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents By Leveraging Expertise In Ibm Qradar, Adhering To Agreed Slas And Quality Norms.
2. Mentor Team Members And Administrators On Best Practices In Siem Implementation, While Preparing Standard Operating Procedures (Sops) And Maintaining Effective Documentation To Enhance Operational Efficiency.
3. Validate Change Order Implementation Plans Using Technical Knowledge In Siem And Participate In Capacity Planning To Ensure Optimal Resource Allocation.
4. Facilitate Effective Communication With Key Business Stakeholders By Actively Participating In Customer Meetings, Addressing Concerns, And Ensuring Positive Customer Feedback And Satisfaction.
5. Validate And Present Analyses Such As Root Cause Analysis And Trend Analysis To Key Business Stakeholders, Utilizing Findings To Improve Operational Performance And Prevent Future Incidents.

Skill Requirements

1. Strong Understanding Of Ibm Qradar And Siem Technical Solution Implementation.
2. Excellent Analytical Skills For Incident Resolution And Performance Analysis.
3. Proficient In Creating And Maintaining Documentation And Sops.
4. Effective Communication And Presentation Skills For Stakeholder Engagement.
5. Ability To Mentor And Provide Guidance To Team Members.

Other Requirements

1. Optional But Valuable Certifications: Ibm Qradar Certified Analyst, Itil Foundation Certification