Job Description

Job Summary

As a Subject Matter Expert in Support and Operations, you will play a crucial role in ensuring the timely resolution of escalated incidents through thorough analysis and adherence to service level agreements (SLAs). Your expertise in SCCM will contribute to maintaining high-quality standards while enhancing customer satisfaction through effective communication and problem-solving.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents By Analyzing Issues Through Sccm, Adhering To Agreed Slas For Operational Excellence.
2. Mentor Administrators And Team Members While Preparing Standard Operating Procedures (Sops) And Maintaining Effective Documentation, Fostering Knowledge Sharing And Communication Within The Team.
3. Validate Change Order Implementation Plans And Human Error Compliance, Participating Actively In Capacity Planning Efforts To Optimize Resource Utilization.
4. Facilitate Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings To Understand And Address Any Operational Challenges They May Encounter.
5. Validate Analyses Such As Root Cause Analysis And Trend Analysis Using Sccm Data, Preparing Reports To Present Performance Metrics And Insights To Key Business Stakeholders.

Skill Requirements

1. In-Depth Knowledge Of Sccm And Its Application In Support And Operations.
2. Strong Analytical Skills For Incident Resolution And Performance Analysis.
3. Excellent Communication And Presentation Skills For Stakeholder Engagement.
4. Familiarity With Change Management Processes And Capacity Planning.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable