Job Summary

The Subject Matter Expert (Support & Ops) plays a crucial role in ensuring the timely resolution of escalations and incidents while adhering to quality standards and service level agreements (SLAs). This position is vital for fostering customer satisfaction through effective communication, problem-solving, and continuous improvement initiatives within the support and operations domain.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets Within Sla By Leveraging Saviynt For Identity And Access Management And Java For Application Enhancements.
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 Compliance With Human Error Protocols While Actively Participating In Capacity Planning To Optimize Resource Allocation.
4. Actively Engage In Customer Meetings To Gather Insights On Issues Faced, Ensuring Positive Customer Feedback And Satisfaction Through Proactive Problem Resolution.
5. Conduct Thorough Analyses, Including Root Cause And Trend Analysis, Utilizing Java Tools For Data Processing To Present Performance Reports To Key Business Stakeholders For Informed Decision-Making.

Skill Requirements

1. Proficient In Saviynt For Identity And Access Management.
2. Strong Understanding Of Java Development For Application Support And Enhancements.
3. Excellent Analytical Skills For Conducting Root Cause And Trend Analyses.
4. Familiarity With Service Level Agreements (Slas) And Quality Compliance Standards.
5. Strong Communication And Presentation Skills For Effective Stakeholder Engagement.

Other Requirements

1. Relevant Certifications In Saviynt Or Java Are Optional But Valuable