Job Description

Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in enhancing operational efficiency by ensuring timely resolution of escalated incidents and maintaining high-quality service standards. This position demands a focus on customer satisfaction and continuous improvement through effective communication and knowledge sharing with team members and stakeholders.

Key Responsibilities

1. Oversee The Timely Resolution And Quality Compliance Of Escalated Incidents Using Beyondtrust And Active Directory, Ensuring Adherence To Agreed Slas And Quality Norms.
2. Enhance Team Performance By Mentoring Administrators, Creating Standard Operating Procedures (Sops), And Maintaining Comprehensive Documentation, While Facilitating Knowledge Sharing Across The Team.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance While Participating In Capacity Planning Discussions To Optimize Resource Allocation.
4. Foster Positive Customer Relationships By Engaging In Customer Meetings To Address Concerns And Gather Feedback, Ultimately Driving Customer Satisfaction.
5. Conduct Thorough Analyses, Including Root Cause And Trend Analyses, To Produce Actionable Insights And Performance Reports For Presentation To Key Business Stakeholders.

Skill Requirements

1. Proficiency In Beyondtrust And Active Directory Management.
2. Strong Analytical Skills With A Solid Understanding Of Incident Resolution Processes.
3. Excellent Communication And Interpersonal Skills For Effective Stakeholder Engagement.
4. Familiarity With Documentation Standards And Process Improvement Methodologies.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable.
2. Certifications In Beyondtrust And Active Directory Are Recommended For This Role