Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring the timely resolution of escalated incidents and maintaining high-quality service standards. This position focuses on leveraging VMware Workspace ONE expertise to enhance operational efficiency, ensure compliance with SLAs, and drive customer satisfaction through effective communication and value-added activities.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents By Leveraging Vmware Workspace One, Adhering Strictly To Agreed Slas, And Implementing Best Practices.
2. Mentor Team Members And Administrators In Vmware Workspace One Usage, Prepare Standard Operating Procedures, Maintain Effective Documentation, And Facilitate Knowledge Sharing To Enhance Team Capabilities.
3. Validate Change Order Implementation Plans And Human Error Compliance, Utilizing Vmware Workspace One Tools To Support Effective Capacity Planning And Resource Allocation.
4. Actively Participate In Customer Meetings To Address Issues, Gather Feedback, And Ensure Positive Customer Experiences, Using Vmware Workspace One To Demonstrate Solutions And Enhancements.
5. Conduct Thorough Analyses, Including Root Cause Analysis And Trend Analysis, Using Data From Vmware Workspace One To Produce Reports That Facilitate Performance Improvements, Which Are Then Presented To Key Business Stakeholders.

Skill Requirements

1. In-Depth Knowledge Of Vmware Workspace One With A Strong Understanding Of Its Operational Capabilities.
2. Proficient In Incident Management And Escalation Processes, Ensuring Compliance With Quality Standards.
3. Strong Analytical Skills With The Ability To Perform Root Cause And Trend Analysis.
4. Excellent Communication Skills For Effective Stakeholder Engagement And Customer Satisfaction Initiatives.

Other Requirements

1. Vmware Certified Professional (Vcp) Certification Is Optional But Valuable