Job Summary

The Subject Matter Expert (Support & Ops) plays a pivotal role in ensuring timely resolution of escalations and incidents within the Support & Operations team. This position requires a strong understanding of Microsoft Identity Manager and Active Directory, ensuring compliance with service level agreements (SLAs) while maintaining high-quality standards. By leveraging technical expertise, this role aims to enhance customer satisfaction through effective communication and proactive problem-solving.

Key Responsibilities

1. Resolve Escalated Incidents By Analyzing And Addressing Issues Related To Microsoft Identity Manager And Active Directory, Ensuring Compliance With Slas And Quality Standards.
2. Mentor Team Members And Administrators, Preparing Standard Operating Procedures (Sops) And Maintaining Thorough Documentation To Facilitate Knowledge Sharing And Operational Efficiency.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance While Participating In Capacity Planning Discussions To Optimize Resource Allocation.
4. Engage With Customers Through Meetings To Gather Feedback And Understand Challenges, Ensuring Their Concerns Are Addressed Effectively To Enhance Satisfaction.
5. Conduct Root Cause Analysis And Trend Analysis For Incidents, Producing Detailed Reports To Inform Key Business Stakeholders And Drive Continuous Improvement In Performance.

Skill Requirements

1. Proficiency In Microsoft Identity Manager And Active Directory
2. Strong Analytical Skills For Incident Analysis And Reporting
3. Familiarity With Operational Processes, Including Sla Management And Capacity Planning
4. Excellent Communication And Presentation Skills To Liaise With Stakeholders

Other Requirements

1. Optional But Valuable: Microsoft Certified: Identity And Access Administrator Associate
2. Optional But Valuable: Itil Foundation Certificatio