Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring timely resolution of escalated incidents while upholding quality standards in line with SLAs. This position not only focuses on incident management but also emphasizes customer satisfaction and effective communication with stakeholders. The expert will leverage their in-depth knowledge of JBoss and Tomcat to drive operational excellence and mentoring within the team.

Key Responsibilities

1. Ensure On-Time Resolution Of Escalated Incidents By Leveraging Jboss And Tomcat Expertise, While Adhering To Quality Compliance As Per Agreed Slas.
2. Mentor Team Members And Administrators, Preparing Standard Operating Procedures (Sops) And Maintaining Documentation To Facilitate Knowledge Sharing And Operational Efficiency.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, Actively Participating In Capacity Planning Initiatives.
4. Drive Customer Satisfaction By Engaging In Customer Meetings To Address Concerns And Gather Feedback, Ensuring Alignment With Business Needs.
5. Validate And Present Analyses Such As Root Cause Analysis And Trend Analysis To Key Business Stakeholders, Facilitating Informed Decision-Making And Performance Improvement.

Skill Requirements

1. Proficient In Jboss And Tomcat With A Solid Understanding Of Web Application Server Operations.
2. Strong Analytical Skills With The Ability To Conduct Root Cause And Trend Analysis.
3. Excellent Communication Skills For Effective Stakeholder Engagement And Mentoring.
4. Familiarity With Capacity Planning And Change Management Processes.

Other Requirements

1. Optional But Valuable: Itil Foundation Certification.
2. Optional But Valuable: Jboss And Tomcat Specific Certifications