Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring timely resolution of escalations and incidents, aligning with service level agreements (SLAs) and quality standards. This position is essential for enhancing customer satisfaction through effective analysis, proactive communication, and process improvement initiatives.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents By Applying Sql Development Skills And Mysql Administration Best Practices, Adhering To Agreed Slas.
2. Mentor Team Members And Administrators By Sharing Knowledge And Preparing Standard Operating Procedures (Sops), While Maintaining Effective Documentation To Support Operational Excellence.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Prevention Strategies, Actively Participating In Capacity Planning Discussions To Optimize Resource Utilization.
4. Foster Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings, Leveraging Sql And Mysql Expertise To Understand And Address Any Operational Issues Faced By Clients.
5. Conduct And Validate Analyses Such As Root Cause Analysis And Trend Analysis, Presenting Findings In Comprehensive Reports To Key Business Stakeholders To Drive Performance Improvements.

Skill Requirements

1. Proficient In Sql Development And Mysql Administration With A Strong Understanding Of Database Management Principles.
2. Strong Analytical Skills To Perform Root Cause And Trend Analysis.
3. Excellent Communication And Presentation Skills For Stakeholder Engagement.
4. Familiarity With Creating Standard Operating Procedures And Maintaining Documentation.

Other Requirements

1. Optional But Valuable Certifications: Mysql Database Administrator, Sql Server Database Development