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

• Lead and manage end‑to‑end delivery of a mainframe‑based program, including planning, execution, tracking, and reporting.
• Work with technical teams involved in mainframe development, Datacom, VSAM, PL/1, CICS, and related components.
• Coordinate scope definition, timelines, resource planning, dependencies, and risks.
• Prepare and run steering meetings, project updates, RAID logs, and stakeholder reporting.
• Engage with customer SMEs, architects, and cross‑functional teams to ensure alignment.
• Support migration‑related tasks, environment planning, and cutover coordination.
• Ensure deliverables meet quality standards and follow change control processes.
• Drive issue resolution and proactive risk management.
• Manage vendors, third‑party partners, and internal teams as needed.
• Ensure compliance with customer delivery processes, security requirements, and documentation standards.

Other Requirements

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