Job Summary

The Subject Matter Expert in Support & Operations plays a critical role in ensuring the timely resolution of escalations and incidents while adhering to quality standards and service level agreements (SLAs). This role is key to enhancing customer satisfaction through effective analysis, mentorship, and communication with stakeholders.

Key Responsibilities

1. Ensure The Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents By Analyzing Issues Using Mvs Installation And Maintenance Best Practices, Thereby Meeting Sla Commitments.
2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures And Maintaining Comprehensive Documentation To Promote Knowledge Sharing And Operational Excellence.
3. Validate Change Order Implementation Plans And Assess Human Error Compliance To Support Effective Capacity Planning Efforts Using Mvs Methodologies.
4. Foster Positive Customer Feedback And Satisfaction By Actively Participating In Customer Meetings To Identify And Address Any Operational Challenges.
5. Validate And Present Analyses Such As Root Cause Analysis And Trend Analysis To Enhance Task Performance And Provide Insights To Key Business Stakeholders.

Skill Requirements

1. Proficient In Mvs Installation And Maintenance With A Solid Understanding Of Assembler.
2. Strong Analytical Skills To Conduct Performance-Related Analyses And Generate Actionable Reports.
3. Excellent Communication Skills For Effective Stakeholder Engagement And Documentation.
4. Familiarity With Capacity Planning And Change Management Processes.

Other Requirements

1. Optional But Valuable: Itil Foundation Certification.
2. Optional But Valuable: Mvs-Related Certifications Such As Ibm Certified Specialist Mvs