Job Summary

The Subject Matter Expert in Support & Operations plays a critical role in ensuring the timely and quality resolution of escalations and incidents. This position is pivotal in driving customer satisfaction through effective analysis and adherence to service level agreements. The expert will leverage their deep knowledge in Mainframe and Message Automation to mentor team members and enhance operational efficiencies.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents Through Detailed Analysis Using Mainframe Automation Tools, Adhering Strictly To The Agreed Service Level Agreements.
2. Mentor Administrators And Team Members By Sharing Expertise In Message Automation, Preparing Standard Operating Procedures, And Maintaining Comprehensive Documentation To Promote Knowledge Sharing And Operational Excellence.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance By Utilizing Mainframe Automation Techniques, Actively Participating In Capacity Planning Discussions.
4. Drive Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings, Utilizing Message Automation Insights To Understand And Address Issues Faced By Clients.
5. Validate And Analyze Root Cause Analysis And Trend Analysis Reports To Facilitate Performance Improvements, Presenting Findings Effectively To Key Business Stakeholders Using Mainframe Automation Solutions.

Skill Requirements

1. Proficient Understanding Of Mainframe Automation And Message Automation Processes.
2. Strong Analytical Skills For Incident Resolution And Performance Reporting.
3. Excellent Communication And Presentation Skills To Liaise With Business Stakeholders Effectively.
4. Familiarity With Creating And Maintaining Standard Operating Procedures And Documentation.

Other Requirements

1. Optional But Valuable: Itil Foundation Certification.
2. Optional But Valuable: Mainframe-Related Certifications (E.G., Ibm Certified System Administrator)