Job Description

Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring the timely resolution of escalated incidents while adhering to quality standards and service level agreements (SLAs). This position is vital for maintaining high customer satisfaction levels and involves proactive engagement with stakeholders to address operational challenges effectively.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents Using Fortinet Solutions, Adhering To Agreed Slas While Maintaining High Standards Of Service Delivery.
2. Mentor Team Members And Administrators By Sharing Expertise In Perimeter Security Operations, Preparing Standard Operating Procedures (Sops), And Maintaining Comprehensive Documentation To Enhance Team Performance.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance While Participating In Capacity Planning To Optimize Resource Allocation And Operational Efficiency.
4. Actively Engage In Customer Meetings To Gather Feedback And Understand Issues Faced, Ensuring That Positive Customer Satisfaction Is Achieved Through Effective Communication And Problem Resolution.
5. Conduct Thorough Analyses, Including Root Cause Analysis And Trend Analysis, And Prepare Reports To Present Key Findings To Stakeholders, Facilitating Informed Decision-Making And Performance Improvement.

Skill Requirements

1. In-Depth Knowledge And Experience With Fortinet Products And Perimeter Security Operations.
2. Strong Analytical And Problem-Solving Skills To Address Complex Operational Challenges.
3. Excellent Communication And Presentation Skills To Engage Effectively With Stakeholders.
4. Solid Understanding Of Incident Management Processes And Service Level Agreements.

Other Requirements

1. Relevant Certifications In Fortinet Technologies (E.G., Fortinet Certified Network Security Administrator Fcnsa) Are Optional But Valuable For This Role