Job Description

Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring the timely resolution of escalations and incidents within the support and operations domain. This position emphasizes quality compliance, customer satisfaction, and knowledge sharing, making it integral to the organization’s success in delivering exceptional service to clients.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents Using Ansible And Terraform Automation Tools, Adhering Strictly To Agreed Service Level Agreements (Slas).
2. Mentor Team Members And Administrators In The Effective Use Of Github And Git For Version Control, Fostering A Culture Of Knowledge Sharing And Maintaining Comprehensive Documentation And Standard Operating Procedures (Sops).
3. Validate Change Order Implementation Plans And Human Error Compliance, Leveraging Jenkins For Continuous Integration And Deployment, And Actively Participate In Capacity Planning To Ensure Operational Efficiency.
4. Engage With Customers Through Meetings To Gather Feedback, Addressing Issues Promptly While Utilizing Cloud Build For Automated Deployment Processes To Enhance Customer Satisfaction.
5. Conduct Thorough Analyses, Including Root Cause Analysis And Trend Analysis, Utilizing Data From Support Incidents To Create Insightful Reports For Presentation To Key Business Stakeholders.

Skill Requirements

1. Strong Understanding Of Ansible And Terraform For Infrastructure Automation.
2. Proficiency In Git, Github, Jenkins, And Cloud Build For Version Control And Ci/Cd Processes.
3. Familiarity With Support And Operations Best Practices And Incident Management Frameworks.
4. Excellent Analytical And Communication Skills To Facilitate Stakeholder Engagement.

Other Requirements

1. Optional But Valuable Certifications: Ansible Certified Administrator, Terraform Associate, Itil Foundation