Job Summary

The Subject Matter Expert (Tools & Automation) plays a crucial role in ensuring the timely resolution of escalated incidents while maintaining high-quality standards. This position emphasizes the effective use of Powershell and Python to enhance operational efficiency, drive customer satisfaction, and support continuous improvement initiatives within the organization.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Utilizing Powershell And Python For Automation And Scripting, Adhering To Agreed Slas.
2. Mentor Team Members And Administrators By Sharing Expertise In Powershell And Python, Preparing Standard Operating Procedures (Sops), And Maintaining Comprehensive Documentation To Promote Knowledge Sharing.
3. Validate Change Order Implementation Plans And Human Error Compliance, Utilizing Analytical Skills To Assess Automation Scripts And Processes, While Participating In Capacity Planning Efforts.
4. Actively Engage In Customer Meetings To Understand Issues Faced, Employing Effective Communication Skills And Technical Expertise To Ensure Positive Customer Feedback And Satisfaction.
5. Conduct Validation Analyses Such As Root Cause Analysis And Trend Analysis, Presenting Findings And Recommendations To Key Business Stakeholders To Facilitate Performance Improvements.

Skill Requirements

1. Proficient In Powershell And Python Scripting For Automation And Incident Resolution.
2. Strong Understanding Of Incident Management Processes And Sla Compliance.
3. Excellent Analytical Skills For Conducting Root Cause And Trend Analyses.
4. Effective Communication And Presentation Skills For Stakeholder Engagement.

Other Requirements

1. Optional But Valuable Certifications: Itil Foundation, Python Institute Certifications (Pcap), Or Microsoft Certified: Powershell