Job Summary

The Subject Matter Expert (SME) in Tools & Automation will play a critical role in enhancing operational efficiency by resolving escalations and incidents in a timely manner. This position involves leveraging expertise in Terraforms and PowerShell to ensure quality compliance with service level agreements (SLAs) while fostering positive customer relationships. The SME will also mentor team members, contribute to documentation efforts, and validate change implementations, ultimately driving customer satisfaction and operational excellence.

Key Responsibilities

1. Resolve Escalated Incidents By Applying Expertise In Terraforms And Powershell To Ensure Compliance With Slas And Maintain High-Quality Standards.
2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Effective Documentation To Facilitate Knowledge Sharing.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols While Actively Participating In Capacity Planning Initiatives.
4. Engage In Customer Meetings To Gather Insights On Issues Faced, Ensuring Positive Feedback And High Levels Of Customer Satisfaction.
5. Conduct And Validate Analyses Such As Root Cause Analysis And Trend Analysis, Presenting Findings And Reports To Key Business Stakeholders To Drive Performance Improvements.

Skill Requirements

1. Proficiency In Terraforms And Powershell For Automation And Infrastructure Management
2. Strong Analytical Skills With The Ability To Perform Root Cause And Trend Analysis
3. Excellent Documentation And Communication Skills For Effective Knowledge Sharing And Stakeholder Engagement
4. Familiarity With Jenkins For Continuous Integration And Deployment Processes
5. Proficient In Python For Scripting And Automation Tasks

Other Requirements

1. Optional But Valuable: Itil Foundation Certification
2. Optional But Valuable: Aws Certified Solutions Architect Or Similar Cloud Certificatio