Job Summary

The Subject Matter Expert (Support & Ops) plays a crucial role in ensuring timely resolution of escalated incidents while maintaining quality compliance as per service level agreements (SLAs). This position is essential for enhancing customer satisfaction and operational efficiency through expert analysis, mentoring, and effective communication with stakeholders.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents Using Qualys And Soc Tools, Adhering To Agreed Slas And Maintaining High Standards Of Service Delivery.
2. Conduct Mentoring Sessions For Administrators And Team Members, Create Standard Operating Procedures (Sops), And Maintain Comprehensive Documentation To Promote Knowledge Sharing And Operational Excellence.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance While Actively Participating In Capacity Planning Discussions To Support Operational Readiness.
4. Drive Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings, Understanding Challenges Faced, And Providing Solutions To Enhance Service Delivery.
5. Validate And Analyze Data Through Root Cause Analysis And Trend Analysis, Preparing Reports To Present Performance Insights And Recommendations To Key Business Stakeholders.

Skill Requirements

1. Strong Understanding Of Qualys And Soc Concepts, Tools, And Best Practices.
2. Proficient In Incident Management And Escalation Processes.
3. Excellent Analytical Skills With The Ability To Perform Root Cause And Trend Analysis.
4. Strong Communication Skills To Effectively Liaise With Stakeholders And Present Findings.
5. Familiarity With Documentation Standards And Knowledge Sharing Practices.

Other Requirements

1. Relevant Certifications In It Service Management Or Soc Operations Are Optional But Valuable