Job Description

Job Summary

The Subject Matter Expert (Support & Ops) plays a crucial role in ensuring the timely resolution of escalations and incidents within the Support & Operations domain. This position emphasizes quality compliance with service level agreements (SLAs) while fostering positive customer relationships through effective communication and analysis. As a key resource, the SME will mentor team members, validate operational processes, and contribute to strategic planning, significantly impacting customer satisfaction and operational efficiency.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents In Production Control And Scheduling, Adhering To Slas And Implementing Best Practices In Sysops For Continuous Improvement.
2. Mentor Team Members And Administrators By Conducting Training Sessions And Developing Standard Operating Procedures (Sops) To Enhance Team Capabilities And Operational Efficiency.
3. Validate Change Order Implementation Plans And Human Error Compliance In Sysops, Actively Participating In Capacity Planning To Optimize Resource Allocation And Operational Readiness.
4. Facilitate Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings, Utilizing Effective Communication To Identify And Resolve Issues Promptly.
5. Validate Analyses Such As Root Cause Analysis And Trend Analysis, Generating Comprehensive Reports To Inform Key Business Stakeholders And Drive Performance Improvements In Support & Operations.

Skill Requirements

1. In-Depth Knowledge Of Production Control And Scheduling Processes.
2. Solid Understanding Of Sysops Practices And Tools.
3. Expertise In Incident Management And Escalation Resolution.
4. Strong Analytical Skills For Conducting Root Cause And Trend Analyses.
5. Excellent Communication And Presentation Abilities For Stakeholder Engagement.

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).
2. Certification In Production Operations Management (Optional But Valuable).
3. Certification In Change Management (Optional But Valuable)