Job Summary

The Subject Matter Expert (Support & Ops) plays a crucial role in ensuring the timely resolution of escalations and incidents while adhering to service level agreements and quality standards. This position is pivotal in driving customer satisfaction through effective analysis, mentoring, and communication with key business stakeholders.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents Through In-Depth Analysis Of Microsoft Hyper-V, Scvmm, And Sccm Configurations, Adhering To Agreed Service Level Agreements.
2. Mentor Team Members And Administrators In Best Practices For Microsoft Hyper-V And Sccm Operations, While Preparing Standard Operating Procedures And Maintaining Comprehensive Documentation For Knowledge Sharing.
3. Validate Change Order Implementation Plans And Assess Human Error Compliance, Actively Participating In Capacity Planning Activities To Optimize Resource Allocation.
4. Engage In Customer Meetings To Actively Address And Resolve Issues, Ensuring Positive Feedback And High Satisfaction Levels Through Effective Communication And Problem-Solving.
5. Conduct Thorough Analyses, Including Root Cause Analysis And Trend Analysis, And Prepare Detailed Reports To Present Findings And Recommendations To Key Business Stakeholders.

Skill Requirements

1. Proficient In Microsoft Hyper-V And Scvmm Administration
2. Strong Understanding Of Sccm For System Management And Deployment
3. Familiarity With Incident Management And Ticket Resolution Processes
4. Excellent Analytical And Problem-Solving Skills
5. Effective Communication And Presentation Abilities

Other Requirements

1. Microsoft Certified: Azure Administrator Associate (Optional But Valuable)
2. Itil Foundation Certification (Optional But Valuable