Job Description

Job Summary

The Subject Matter Expert in Support & Operations plays a crucial role in ensuring the timely and quality resolution of escalated incidents. This position is pivotal in maintaining customer satisfaction through effective analysis and adherence to service level agreements (SLAs). The expert will leverage their deep knowledge of Websphere Application Server and BEA WebLogic to mentor team members and drive operational excellence.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents By Leveraging Websphere Application Server And Bea Weblogic Expertise, Adhering To Agreed Slas.
2. Mentor Team Members And Administrators By Preparing Standard Operating Procedures (Sops), Maintaining Comprehensive Documentation, And Facilitating Knowledge Sharing To Enhance Team Performance.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance While Actively Participating In Capacity Planning Discussions To Optimize Resource Allocation.
4. Engage In Customer Meetings To Understand Issues And Ensure Positive Feedback And Satisfaction Through Effective Communication And Problem-Solving Using Websphere Technologies.
5. Conduct Root Cause Analysis And Trend Analysis To Validate Findings And Prepare Detailed Reports That Support Performance Improvement Initiatives For Presentation To Key Business Stakeholders.

Skill Requirements

1. Expert Knowledge In Websphere Application Server And Bea Weblogic.
2. Proficient In Incident Management And Escalation Handling.
3. Strong Analytical Skills For Root Cause And Trend Analysis.
4. Excellent Communication And Presentation Skills For Stakeholder Engagement.
5. Familiarity With Change Management Processes And Capacity Planning.

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).
2. Websphere Application Server Certification (Optional But Valuable)