Job Description

Job Summary

The Subject Matter Expert in Support & Operations plays a crucial role in ensuring timely resolution of escalations and incidents, adhering to quality standards and service level agreements (SLAs). This position is instrumental in enhancing customer satisfaction through effective communication, mentoring, and active involvement in operational processes while leveraging expertise in AWS Security and Cisco ASA.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents By Utilizing Aws Security And Cisco Asa, Adhering To Agreed Slas And Quality Norms.
2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation, Ensuring Knowledge Sharing And Operational Efficiency.
3. Validate Change Order Implementation Plans And Human Error Compliance, Actively Participating In Capacity Planning To Support Operational Scalability.
4. Facilitate Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings, Understanding And Addressing Concerns Related To Aws Security And Cisco Asa.
5. Conduct Thorough Validations Of Analyses, Including Root Cause Analysis And Trend Analysis, And Produce Reports To Support Performance Improvement Initiatives For Key Business Stakeholders.

Skill Requirements

1. Expertise In Aws Security And Cisco Asa.
2. Strong Understanding Of Incident Management And Escalation Processes.
3. Proficient In Developing Sops And Documentation Practices.
4. Excellent Communication And Presentation Skills To Liaise With Stakeholders.
5. Ability To Perform Root Cause And Trend Analysis.

Other Requirements

1. Aws Certified Security � Specialty (Optional But Valuable).
2. Cisco Certified Network Associate (Ccna) Security (Optional But Valuable)