Job Summary

The Subject Matter Expert (Tools & Automation) plays a crucial role in ensuring the timely resolution of escalations and incidents through in-depth analysis and adherence to service level agreements (SLAs). This position is integral to maintaining high standards of quality and customer satisfaction, leveraging expertise in SPLUNK and Splunk ITSI to optimize operational efficiency and enhance team capabilities.

Key Responsibilities

1. Analyze Escalated Incidents And Ensure On-Time Resolution In Compliance With Slas By Utilizing Splunk And Splunk Itsi For Efficient Data Insights And Reporting.
2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Effective Documentation To Foster Knowledge Sharing And Team Development.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols, Contributing To Capacity Planning Discussions To Optimize Resource Allocation.
4. Facilitate Active Participation In Customer Meetings To Gather Feedback And Address Any Issues, Ensuring Positive Customer Experience And Satisfaction.
5. Validate And Present Analyses Such As Root Cause Analysis And Trend Analysis Using Python And Bash Scripting To Drive Performance Improvements And Support Decision-Making For Stakeholders.

Skill Requirements

1. Proficient In Splunk And Splunk Itsi For Data Analysis And Incident Resolution.
2. Strong Knowledge Of Bash And Python For Scripting And Automation Tasks.
3. Excellent Communication And Presentation Skills For Stakeholder Engagement.
4. Familiarity With Capacity Planning And Change Management Processes.
5. Solid Understanding Of Documentation Practices And Knowledge Management.

Other Requirements

1. Optional But Valuable Certifications: Splunk Certified Admin, Itil Foundation Certification