Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in the Support & Operations team, ensuring timely resolution of escalations and incidents while adhering to quality standards. This position is essential for maintaining customer satisfaction through effective communication, analysis, and mentoring while leveraging expertise in IaaS and Infrastructure as Code (IaC) technologies.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Leveraging Iaas Azure And Iac/Terraform Technologies, Adhering Strictly To Agreed Slas.
2. Mentor Team Members And Administrators In Azure Kubernetes Best Practices, Prepare Standard Operating Procedures (Sops), And Maintain Comprehensive Documentation To Enhance Operational Efficiency.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance While Participating In Capacity Planning Activities To Optimize Resource Utilization In Windows Azure Iaas Environments.
4. Actively Engage In Customer Meetings To Gather Feedback And Address Issues, Ensuring Positive Customer Satisfaction Through Effective Communication And Presentation Skills.
5. Conduct Thorough Analyses, Including Root Cause Analysis And Trend Analysis, And Prepare Reports To Present Insights And Performance Metrics To Key Business Stakeholders, Driving Continuous Improvement.

Skill Requirements

1. In-Depth Knowledge Of Iaas Azure And Iac Tools Such As Terraform And Vra.
2. Strong Understanding Of Azure Kubernetes And Windows Azure Paas/Iaas Services.
3. Excellent Analytical Skills With Proficiency In Conducting Root Cause And Trend Analyses.
4. Proven Ability To Mentor And Guide Team Members, Fostering A Collaborative Environment.
5. Strong Communication And Presentation Skills For Effective Stakeholder Engagement.

Other Requirements

1. Optional But Valuable Certifications: Microsoft Certified: Azure Solutions Architect Expert, Hashicorp Certified: Terraform Associate