Job Description

Job Summary

The Subject Matter Expert (Support Ops) plays a critical role in ensuring timely and effective resolution of escalated incidents while maintaining adherence to quality standards and service level agreements (SLAs). This position emphasizes fostering positive customer relationships and enhancing team performance through knowledge sharing and mentoring.

Key Responsibilities

1. Provide Expert Analysis And Resolution Of Escalated Tickets Using Saviynt Pam And Java Development Tools, Ensuring Compliance With Slas And Quality Norms.
2. Mentor Team Members And Administrators In Best Practices For Saviynt Pam And Java Development, While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance While Actively Participating In Capacity Planning Discussions To Optimize Operational Efficiency.
4. Facilitate Positive Customer Feedback By Engaging In Customer Meetings, Communicating Effectively To Understand And Resolve Any Issues Faced By Clients.
5. Conduct And Validate Analyses, Such As Root Cause Analysis And Trend Analysis, And Prepare Detailed Performance Reports For Presentation To Key Business Stakeholders.

Skill Requirements

1. In-Depth Knowledge Of Saviynt Pam And Java Development.
2. Strong Analytical And Problem-Solving Skills.
3. Proficiency In Documentation And Standard Operating Procedures.
4. Excellent Communication And Interpersonal Skills.

Other Requirements

1. Relevant Certifications In Saviynt Pam Or Java Development Are Optional But Valuable