Job Summary

The Subject Matter Expert (Support & Ops) plays a vital role in ensuring the timely resolution of escalations and incidents while adhering to quality norms and service level agreements (SLAs). This role is essential for enhancing customer satisfaction through effective analysis and communication, contributing to the continuous improvement of support operations.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Analyzing Ticket Data And Implementing Corrective Actions According To Agreed Slas.
2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Facilitate Knowledge Sharing And Operational Efficiency.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, Actively Participating In Capacity Planning To Align Resources With Operational Demands.
4. Engage In Customer Meetings To Gather Feedback And Understand Challenges, Ensuring A Focus On Enhancing Customer Satisfaction Through Proactive Communication And Support.
5. Conduct Root Cause Analyses And Trend Analyses, Validating Findings And Reports To Provide Actionable Insights For Key Business Stakeholders To Improve Operational Performance.

Skill Requirements

1. Proficient In Project Management Methodologies And Tools, Particularly In Dmo And Project Execution.
2. Strong Analytical Skills With The Ability To Perform Trend Analysis And Root Cause Investigations.
3. Excellent Communication And Interpersonal Skills To Effectively Liaise With Stakeholders And Present Findings.
4. Familiarity With Sla Management And Incident Resolution Processes.
5. Knowledge Of Capacity Planning And Change Management Principles.

Other Requirements

1. Optional But Valuable Certifications: Project Management Professional (Pmp), Itil Foundation Certification