Job Summary

As a Subject Matter Expert in Support & Operations, you will play a critical role in ensuring the timely and quality resolution of escalations and incidents related to EMC Isilion. You will leverage your expertise to enhance customer satisfaction, mentor team members, and facilitate effective communication with stakeholders. Your contributions will directly impact the efficiency of our operations and the overall customer experience.

Key Responsibilities

1. Ensure On-Time Resolution And Compliance Of Escalated Incidents Related To Emc Isilion, Adhering To Agreed Slas And Quality Standards To Maintain High Customer Satisfaction.
2. Mentor And Guide Team Members In Best Practices For Emc Isilion Operations While Preparing Standard Operating Procedures And Maintaining Comprehensive Documentation For Knowledge Sharing.
3. Validate Change Order Implementation Plans And Ensure Adherence To Human Error Compliance, Participating In Capacity Planning Discussions To Optimize Resource Allocation.
4. Actively Engage In Customer Meetings To Gather Feedback And Understand Issues Faced, Contributing To Strategies That Enhance Customer Satisfaction And Operational Efficiency.
5. Validate And Analyze Root Cause And Trend Analyses To Identify Performance Improvements, Preparing Insightful Reports For Presentation To Key Business Stakeholders.

Skill Requirements

1. In-Depth Knowledge Of Emc Isilion And Its Operational Best Practices
2. Strong Analytical Skills For Incident Resolution And Performance Analysis
3. Excellent Communication Skills For Stakeholder Engagement And Mentoring
4. Familiarity With Capacity Planning And Change Management Processes
5. Proficiency In Documenting Processes And Creating Standard Operating Procedures

Other Requirements

1. Itil Foundation Certification (Optional But Valuable)
2. Emc Isilion Certification (Optional But Valuable