Job Summary

The Subject Matter Expert (Tools & Automation) plays a pivotal role in ensuring timely resolution of escalated incidents while adhering to quality standards and SLAs. This position focuses on leveraging expertise in Solarwinds NCM and PowerShell to optimize operational efficiency, enhance customer satisfaction, and facilitate effective communication across business segments.

Key Responsibilities

1. Analyze And Resolve Escalated Incidents Efficiently Using Solarwinds Ncm And Powershell, Ensuring Compliance With Slas And Quality Standards To Achieve High Customer Satisfaction.
2. Mentor And Guide Team Members On Best Practices In Tools And Automation, While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols, Actively Participating In Capacity Planning Discussions To Optimize Resource Allocation.
4. Engage With Customers During Meetings To Actively Address Concerns And Gather Feedback, Ensuring A Positive Customer Experience And Fostering Strong Relationships.
5. Conduct Thorough Analyses, Including Root Cause Analysis And Trend Analysis, And Prepare Reports That Facilitate Performance Improvement, Presenting Findings To Key Business Stakeholders.

Skill Requirements

1. Expertise In Solarwinds Ncm And Powershell With A Solid Understanding Of Automation Processes.
2. Strong Analytical Skills For Troubleshooting And Optimizing Performance.
3. Excellent Communication And Interpersonal Skills For Effective Stakeholder Engagement.
4. Familiarity With Documentation Standards And Sop Preparation.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable For Understanding Service Management Principles.
2. Relevant Certifications In Powershell Or Automation Tools Are Also Beneficial