Job Summary

The Subject Matter Expert in Support & Operations is pivotal in ensuring the timely resolution of escalated incidents through expert analysis of vulnerabilities. This role focuses on quality compliance and customer satisfaction, driving initiatives that enhance operational efficiency and stakeholder communication.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets In Vulnerability Management, Adhering To Agreed Slas And Industry Standards.
2. Mentor Team Members And Administrators, Developing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Enhance Team Performance And Knowledge Sharing.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols While Participating In Capacity Planning Activities To Optimize Resource Allocation.
4. Foster Positive Customer Relationships By Actively Participating In Meetings To Address Issues And Gather Feedback For Continuous Improvement In Service Delivery.
5. Conduct Thorough Analyses Including Root Cause Analysis And Trend Analysis, Validating Reports To Support Performance Metrics And Facilitate Informed Discussions With Key Business Stakeholders.

Skill Requirements

1. Strong Proficiency In Vulnerability Management Processes And Tools.
2. Excellent Analytical Skills With A Focus On Incident Resolution And Quality Compliance.
3. Effective Communication And Presentation Skills For Stakeholder Engagement.
4. Proficient In Preparing Documentation And Sops To Support Operational Excellence.
5. Familiarity With Capacity Planning And Change Management Practices.

Other Requirements

1. Optional But Valuable Certifications: Certified Information Systems Security Professional (Cissp), Certified Information Security Manager (Cism), Or Relevant Vulnerability Management Certifications