Job Summary

The Subject Matter Expert in Support & Operations plays a critical role in ensuring the timely resolution of escalations and incidents while adhering to quality norms and service level agreements (SLAs). This position not only focuses on operational efficiency but also emphasizes customer satisfaction through effective communication and collaboration with key stakeholders.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Leveraging Oracle Identity Manager And Conducting Vulnerability Assessment And Penetration Testing (Vapt), Aligning Operations With Agreed Slas.
2. Mentor Team Members And Administrators By Developing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation, Promoting Knowledge Sharing Within The Team To Enhance Operational Effectiveness.
3. Validate Change Order Implementation Plans And Assess Human Error Compliance Using Oracle Identity Manager, Participating In Capacity Planning To Optimize Resource Allocation And Service Delivery.
4. Foster Positive Customer Feedback And Satisfaction By Actively Engaging In Customer Meetings, Addressing Concerns, And Ensuring Clear Communication Of Issues Faced By Clients.
5. Conduct Thorough Analyses Such As Root Cause Analysis And Trend Analysis Using Vapt Tools, Preparing Detailed Reports To Facilitate Performance Improvements And Presenting Findings To Key Business Stakeholders.

Skill Requirements

1. Expertise In Oracle Identity Manager And Its Functionalities
2. Proficient In Vulnerability Assessment And Penetration Testing (Vapt)
3. Strong Analytical Skills And Experience In Performance Analysis Methodologies
4. Excellent Communication Skills For Stakeholder Engagement
5. Solid Understanding Of Service Level Agreements (Slas) And Quality Compliance

Other Requirements

1. Optional But Valuable: Certifications In Oracle Identity Management Or Vapt Methodologies