Job Summary

The Subject Matter Expert (Support & Ops) plays a crucial role in ensuring timely and effective resolution of escalated incidents while maintaining high standards of quality and customer satisfaction. This position involves leveraging technical expertise in Power BI, PowerShell, and Python to analyze incidents, mentor team members, and facilitate communication between technical and business stakeholders.

Key Responsibilities

1. Analyze Escalated Incidents Using Power Bi And Powershell To Ensure On-Time Resolution And Compliance With Quality Standards As Per Agreed Slas.
2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures And Maintaining Comprehensive Documentation To Enhance Team Performance.
3. Validate Change Order Implementation Plans And Human Error Compliance, Using Python For Data Analysis, While Actively Participating In Capacity Planning Initiatives.
4. Engage In Customer Meetings To Gather Feedback And Understand Issues, Ensuring Positive Customer Experiences Through Effective Communication.
5. Conduct Root Cause And Trend Analysis Using Power Bi To Validate Findings And Present Performance Reports To Key Business Stakeholders, Driving Continuous Improvement.

Skill Requirements

1. Proficient In Power Bi For Data Analysis And Reporting
2. Strong Skills In Powershell For Automation And Scripting
3. Familiarity With Python For Data Manipulation And Analysis
4. Solid Understanding Of Incident Management Processes And Quality Compliance

Other Requirements

1. Optional But Valuable: Microsoft Certified: Data Analyst Associate
2. Optional But Valuable: Microsoft Certified: Azure Administrator Associat