Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring swift and effective resolution of escalations and incidents within the Support & Operations area. This position emphasizes adherence to Service Level Agreements (SLAs) and quality standards, fostering positive customer satisfaction through proactive communication and expert guidance in SDWAN and Wireless WLAN technologies.

Key Responsibilities

1. Ensure Timely Resolution And Compliance With Quality Standards For Escalated Tickets And Incidents Related To Sdwan And Wireless Wlan Technologies, Adhering To Agreed Slas.
2. Mentor Team Members And Administrators, Prepare Standard Operating Procedures (Sops), And Maintain Comprehensive Documentation To Enhance Operational Efficiency And Knowledge Sharing.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Guidelines While Participating In Capacity Planning For Network Resources.
4. Actively Engage In Customer Meetings To Address Issues, Gather Feedback, And Ensure Customer Satisfaction With Sdwan And Wireless Wlan Services.
5. Validate And Analyze Root Cause And Trend Analysis Reports To Facilitate Performance Improvements And Present Findings To Key Business Stakeholders.

Skill Requirements

1. Advanced Proficiency In Sdwan Technologies, Including Cisco Wireless Wlan.
2. Strong Understanding Of Network Operations, Incident Management, And Escalation Procedures.
3. Excellent Communication Skills For Effective Stakeholder Engagement And Presentation.
4. Familiarity With Capacity Planning And Change Management Processes.

Other Requirements

1. Optional But Valuable: Cisco Certified Network Professional (Ccnp) Or Equivalent Sdwan/Wlan Certifications