Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring timely and effective resolution of escalated incidents within the Support & Operations domain. This position demands a deep understanding of Microsoft App-V and SCCM to maintain high-quality service delivery, enhance customer satisfaction, and mentor team members. The SME will act as a vital communication bridge between technical teams and business stakeholders, driving performance improvements and operational excellence.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents Related To Microsoft App-V And Sccm, Adhering To Agreed Service Level Agreements (Slas) To Maintain Operational Efficiency.
2. Mentor Administrators And Team Members, Develop Standard Operating Procedures (Sops), And Maintain Thorough Documentation To Enhance Team Capabilities And Knowledge Sharing.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols While Actively Participating In Capacity Planning Efforts To Optimize Resource Allocation.
4. Engage In Customer Meetings To Address And Understand Issues, Ensuring Positive Feedback And Satisfaction Through Proactive Communication And Problem Resolution.
5. Conduct And Validate Analyses Such As Root Cause Analysis And Trend Analysis, Preparing Insightful Reports To Present Performance Metrics And Improvement Recommendations To Key Business Stakeholders.

Skill Requirements

1. Proficient In Microsoft App-V And Sccm, Demonstrating Strong Analytical And Problem-Solving Skills.
2. Solid Understanding Of Itil Framework And Incident Management Processes.
3. Excellent Communication And Interpersonal Skills To Facilitate Effective Stakeholder Engagement.
4. In-Depth Knowledge Of Documentation Practices And Process Optimization Techniques.

Other Requirements

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