Job Description

Job Summary

The Subject Matter Expert (Support & Ops) plays a crucial role in ensuring the efficient resolution of escalated incidents and adherence to quality standards within the Support and Operations team. This position is pivotal in driving customer satisfaction through timely interventions and comprehensive analysis, while also contributing to the development and mentoring of team members.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents By Analyzing Issues Within Redhat Linux And Redhat Satellite Environments, Adhering To Agreed Service Level Agreements (Slas).
2. Mentor Team Members And Administrators By Preparing Standard Operating Procedures (Sops) And Maintaining Effective Documentation, While Facilitating Knowledge Sharing To Enhance Operational Efficiency.
3. Validate Change Order Implementation Plans And Human Error Compliance For Redhat Cluster Setups, Actively Participating In Capacity Planning To Align Resources With Business Needs.
4. Drive Positive Customer Feedback By Engaging In Customer Meetings, Understanding Issues Faced, And Providing Effective Solutions Leveraging Redhat Linux And Redhat Satellite.
5. Validate Analyses Such As Root Cause Analysis And Trend Analysis, Presenting Findings And Performance Reports To Key Business Stakeholders To Inform Decision-Making.

Skill Requirements

1. Proficient In Redhat Linux And Redhat Satellite, With A Solid Understanding Of Redhat Cluster Management.
2. Strong Analytical Skills With The Ability To Conduct Root Cause And Trend Analyses Effectively.
3. Excellent Communication And Presentation Skills To Liaise With Business Stakeholders And Facilitate Knowledge Sharing.
4. Familiarity With Capacity Planning And Change Management Processes Within It Operations.

Other Requirements

1. Red Hat Certified Engineer (Rhce) Certification Is Preferred.
2. Itil Foundation Certification Is Optional But Valuable