Job Summary

As a Subject Matter Expert in Support & Operations, you will play a crucial role in ensuring the timely resolution of escalated incidents and maintaining compliance with quality norms. Your expertise in Security, SAP Security, and GRC will be essential for analyzing incidents, facilitating effective communication with stakeholders, and enhancing overall customer satisfaction.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents Through Effective Analysis And Adherence To Slas Using Security And Sap Security Best Practices.
2. Perform Value-Added Activities Such As Mentoring Team Members, Preparing Standard Operating Procedures (Sops), And Maintaining Comprehensive Documentation To Enhance Team Efficiency And Knowledge Sharing.
3. Validate Change Order Implementation Plans And Human Error Compliance While Actively Participating In Capacity Planning Initiatives To Ensure Optimal Resource Allocation.
4. Foster Positive Customer Feedback And Satisfaction By Actively Participating In Customer Meetings, Addressing Issues, And Providing Insights To Improve Service Delivery.
5. Validate Analyses Including Root Cause Analysis And Trend Analysis, And Compile Reports To Present Performance Metrics And Insights To Key Business Stakeholders For Informed Decision-Making.

Skill Requirements

1. In-Depth Knowledge Of Security, Sap Security, And Grc Frameworks.
2. Strong Analytical Skills For Incident Analysis And Reporting.
3. Excellent Communication Skills For Stakeholder Engagement And Team Collaboration.
4. Proficiency In Creating And Maintaining Documentation And Sops.

Other Requirements

1. Optional But Valuable Certifications: Certified Information Systems Security Professional (Cissp), Sap Certified Technology Associate, Or Similar Security And Compliance Certifications