Job Description

Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring the timely resolution of escalations and incidents related to IBM Security Identity Manager (ISIM) and IBM Tivoli - NMS. This position emphasizes quality compliance and customer satisfaction while facilitating effective communication between technical teams and business stakeholders. The SME will leverage their expertise to mentor team members, validate operational processes, and contribute to performance improvement initiatives.

Key Responsibilities

1. Ensure On-Time Resolution Of Escalated Tickets And Incidents Related To Ibm Security Identity Manager (Isim) And Ibm Tivoli - Nms, Adhering To Agreed Slas And Quality Standards.
2. Mentor Team Members On Best Practices In Support Operations, Develop Standard Operating Procedures (Sops), And Maintain Comprehensive Documentation To Enhance Team Efficiency And Knowledge Sharing.
3. Validate Change Order Implementation Plans And Oversee Human Error Compliance, Contributing To Capacity Planning Efforts To Ensure Resource Optimization.
4. Facilitate Positive Customer Experiences By Actively Participating In Customer Meetings To Understand And Address Issues, Fostering Strong Relationships With Stakeholders.
5. Conduct And Validate Analyses Such As Root Cause Analysis And Trend Analysis, Preparing Detailed Reports To Present Insights And Performance Metrics To Key Business Stakeholders.

Skill Requirements

1. In-Depth Knowledge Of Ibm Security Identity Manager (Isim) And Ibm Tivoli Nms.
2. Strong Analytical Skills For Performing Root Cause Analysis And Trend Analysis.
3. Excellent Communication And Presentation Skills To Engage With Business Stakeholders Effectively.
4. Proven Ability To Mentor And Guide Team Members In Support Operations.

Other Requirements

1. Ibm Certified Implementation Specialist Security Identity Manager (Optional But Valuable).
2. Itil Foundation Certification (Optional But Valuable)