Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring the timely resolution of escalated incidents and adherence to quality standards in Sybase Administration and Azure environments. This role focuses on enhancing customer satisfaction through effective communication, mentorship, and comprehensive analysis, driving operational excellence within the team.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Incidents In Sybase Administration, Adhering To Slas And Quality Norms To Maintain High Customer Satisfaction.
2. Mentor Team Members And Administrators On Best Practices In Azure And Sybase, Preparing Sops And Maintaining Effective Documentation To Streamline Operations And Knowledge Sharing.
3. Validate Change Order Implementation Plans, Ensuring Human Error Compliance, And Actively Participate In Capacity Planning And Resource Allocation For Sybase Environments.
4. Engage With Customers Through Meetings To Gather Feedback And Understand Issues, Facilitating Swift Resolution And Enhancing Customer Satisfaction.
5. Conduct And Validate Analyses, Such As Root Cause Analysis And Trend Analysis In Azure And Sybase Environments, Developing Reports To Present Performance Insights To Key Business Stakeholders.

Skill Requirements

1. Proficiency In Sybase Administration And Azure Management.
2. Strong Analytical Skills For Performing Root Cause And Trend Analyses.
3. Excellent Communication Skills For Effective Stakeholder Engagement.
4. Ability To Mentor And Guide Team Members In Operational Best Practices.
5. Solid Understanding Of Change Management Processes And Capacity Planning.

Other Requirements

1. Optional But Valuable Certifications: Microsoft Certified: Azure Administrator Associate, Sap Certified Technology Associate Sybase