Job Summary

The Subject Matter Expert for Support and Operations plays a critical role in resolving escalated incidents and ensuring adherence to service level agreements (SLAs). This role emphasizes the importance of quality compliance and customer satisfaction through effective analysis and strategic communication with key stakeholders.

Key Responsibilities

1. Ensure Timely Resolution And Compliance Of Escalated Tickets And Incidents Using Juniper Technologies And Ddi Solutions, Adhering To Agreed Slas And Quality Norms.
2. Mentor Team Members And Administrators, Enhancing Operational Efficiency By Preparing Standard Operating Procedures, Maintaining Effective Documentation, And Promoting Knowledge Sharing Within The Team.
3. Validate Change Order Implementation Plans And Human Error Compliance While Actively Participating In Capacity Planning Discussions To Optimize Resource Allocation.
4. Engage With Customers During Meetings To Gather Insights And Feedback, Ensuring Positive Experiences And Addressing Any Issues Related To Juniper And Ddi Services.
5. Conduct Thorough Analyses, Including Root Cause And Trend Analysis, To Generate Reports That Facilitate Performance Improvements And Present Findings To Key Business Stakeholders.

Skill Requirements

1. In-Depth Knowledge Of Juniper Networking Technologies And Ddi-Infoblox / Efficient Ip Solutions
2. Strong Analytical Skills For Conducting Root Cause And Trend Analysis
3. Excellent Communication And Presentation Abilities To Engage Stakeholders Effectively
4. Proficiency In Creating And Maintaining Documentation And Sops

Other Requirements

1. Optional But Valuable: Juniper Certified Specialist, Infoblox Certified Network Automation Enginee