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 (SLAs) and maintaining quality standards. This position is integral to enhancing customer satisfaction through effective communication and operational excellence within the MS Windows 2000 Administration domain.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents By Analyzing Issues In Ms Windows 2000 Administration, Aligning With Sla Requirements To Enhance Operational Efficiency.
2. Mentor Team Members And Administrators By Conducting Training Sessions, Preparing Standard Operating Procedures (Sops), And Maintaining Accurate Documentation Within Ms Windows 2000 Environments, Fostering A Culture Of Knowledge Sharing.
3. Validate Change Order Implementation Plans And Assess Human Error Compliance, Contributing To Capacity Planning Efforts Through Detailed Analysis Of Operational Needs In Ms Windows 2000 Administration.
4. Actively Participate In Customer Meetings To Gather Feedback And Understand Issues, Ensuring Positive Customer Experiences Through Effective Communication And Problem Resolution Strategies.
5. Validate And Present Analyses Such As Root Cause And Trend Analyses To Key Business Stakeholders, Leveraging Insights To Improve Operational Performance In Ms Windows 2000 Administration Tasks.

Skill Requirements

1. In-Depth Knowledge Of Ms Windows 2000 Administration
2. Strong Analytical Skills For Incident Resolution And Reporting
3. Excellent Communication And Stakeholder Management Abilities
4. Proficient In Preparing Documentation And Sops
5. Capacity Planning And Change Management Experience

Other Requirements

1. Optional But Valuable Certifications Include Microsoft Certified: Windows Server Fundamentals Or Relevant Itil Certifications