Job Summary

The Subject Matter Expert (Support & Ops) plays a crucial role in ensuring the timely resolution of escalations and incidents while adhering to service level agreements (SLAs) and quality standards. This position is pivotal for maintaining high levels of customer satisfaction through efficient analysis, effective communication, and strategic oversight of operational processes.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents Using Nessus And Vapt Tools, Adhering To Agreed Slas To Maintain Operational Excellence.
2. Mentor Team Members And Administrators On Best Practices In Vulnerability Assessment And Penetration Testing, While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation For Knowledge Sharing.
3. Validate The Change Order Implementation Plan And Ensure Compliance With Human Error Protocols, Actively Participating In Capacity Planning To Optimize Resource Allocation.
4. Foster Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings, Utilizing Nessus And Vapt Insights To Address And Resolve Issues Effectively.
5. Validate And Present Analyses, Such As Root Cause Analysis And Trend Analysis, To Key Business Stakeholders, Facilitating Informed Decision-Making And Performance Improvement Initiatives.

Skill Requirements

1. In-Depth Knowledge Of Nessus And Vapt Tools For Vulnerability Assessment And Penetration Testing.
2. Strong Analytical Skills With The Ability To Conduct Root Cause And Trend Analyses.
3. Excellent Communication And Presentation Skills To Effectively Engage With Stakeholders.
4. Proficiency In Preparing And Maintaining Sops And Technical Documentation.

Other Requirements

1. Certifications In Nessus Or Penetration Testing Methodologies Are Optional But Valuable.
2. Itil Foundation Certification Is Recommended For Best Practices In It Service Management