Job Description

Job Summary

As a Subject Matter Expert in Support & Operations, you will play a critical role in ensuring the timely resolution of escalated incidents while adhering to SLA and quality standards. Your expertise in Solarwinds NPM and PowerShell will be essential in optimizing operational processes, enhancing customer satisfaction, and facilitating effective communication with stakeholders.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents By Utilizing Solarwinds Npm For Monitoring And Troubleshooting Network Performance, Adhering Strictly To Agreed Slas.
2. Enhance Team Capabilities By Mentoring Administrators And Team Members, Preparing Standard Operating Procedures (Sops), And Maintaining Effective Documentation Using Powershell For Automation And Script Development.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance While Participating In Capacity Planning Discussions To Optimize Resource Allocation And Performance.
4. Actively Engage In Customer Meetings To Gather Feedback And Address Issues, Ensuring A Positive Customer Experience And Satisfaction Through Proactive Communication And Problem-Solving.
5. Validate Analyses Such As Root Cause Analysis And Trend Analysis Using Python For Data Analysis, And Prepare Reports For Presentation To Key Business Stakeholders To Facilitate Informed Decision-Making.

Skill Requirements

1. Proficiency In Solarwinds Npm For Network Performance Monitoring And Incident Management.
2. Strong Understanding Of Powershell For Scripting And Automation Tasks.
3. Familiarity With Python For Data Analysis And Reporting Purposes.
4. Excellent Analytical And Problem-Solving Skills To Address Complex Operational Challenges.
5. Strong Communication Skills To Present Technical Information Effectively To Stakeholders.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable For Understanding Service Management Practices.
2. Certification In Solarwinds Or Powershell Scripting Is Recommended To Enhance Technical Proficiency