Job Summary

The Subject Matter Expert (Support & Ops) plays a pivotal role in ensuring timely resolution of escalated incidents while adhering to service level agreements (SLA) and quality standards. This position is essential for enhancing operational efficiency and customer satisfaction through proactive analysis, mentorship, and effective communication with business stakeholders.

Key Responsibilities

1. Resolve Escalated Incidents Efficiently By Leveraging Infrastructure As Code (Iac) Practices Combined With Powershell Scripting, Ensuring Adherence To Sla And Quality Compliance.
2. Mentor Team Members In Infrastructure As Code Principles And Powershell Usage, Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Promote Knowledge Sharing.
3. Validate Change Order Implementation Plans By Applying Powershell For Automation And Python For Data Analysis, Ensuring Compliance With Human Error Standards And Participating In Capacity Planning Initiatives.
4. Facilitate Customer Satisfaction By Actively Engaging In Meetings With Clients To Address Issues And Provide Effective Solutions, Ensuring Positive Feedback Through Timely Resolutions.
5. Conduct Root Cause Analysis And Trend Analysis Utilizing Python And Powershell To Validate Reports, Facilitating Performance Improvements And Presenting Findings To Key Business Stakeholders.

Skill Requirements

1. Expert Knowledge In Infrastructure As Code (Iac) Practices.
2. Proficiency In Powershell Scripting For Automation And Operational Tasks.
3. Strong Analytical Skills With Experience In Python For Data Processing And Reporting.
4. Familiarity With Jenkins For Continuous Integration/Continuous Deployment (Ci/Cd) Processes.
5. Excellent Communication And Presentation Skills To Engage With Stakeholders Effectively.

Other Requirements

1. Optional But Valuable: Itil Foundation Certification.
2. Optional But Valuable: Aws Certified Solutions Architect � Associate