Job Description

Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring the timely resolution of escalated incidents while adhering to quality standards and service level agreements (SLAs). This position is pivotal for enhancing customer satisfaction through effective communication and operational excellence, making it essential in aligning technical capabilities with business needs.

Key Responsibilities

1. Ensure The Timely Resolution And Quality Compliance Of Escalated Incidents By Utilizing Symantec Endpoint Protection And Edr Tools, Aligning With Agreed Slas To Maintain High Service Standards.
2. Mentor Team Members And Administrators By Sharing Expertise In Symantec Solutions, Preparing Standard Operating Procedures (Sops), And Maintaining Comprehensive Documentation To Enhance Team Performance And Knowledge Sharing.
3. Validate Change Order Implementation Plans And Assess Human Error Compliance, While Actively Participating In Capacity Planning To Ensure Optimal Resource Allocation And Operational Efficiency.
4. Foster Positive Customer Relationships By Actively Participating In Meetings, Addressing Issues With Symantec Solutions, And Ensuring Customer Feedback Is Incorporated Into Service Delivery Enhancements.
5. Conduct Thorough Analyses, Including Root Cause And Trend Analysis, Using Symantec Tools To Prepare Insightful Reports That Inform Key Business Stakeholders About Performance Metrics And Improvement Areas.

Skill Requirements

1. Proficient Understanding Of Symantec Endpoint Protection And Edr Technologies.
2. Solid Analytical Skills To Perform Root Cause And Trend Analysis.
3. Strong Communication Skills For Effective Liaison With Business Stakeholders.
4. Familiarity With Service Level Agreements (Slas) And Quality Compliance Standards.

Other Requirements

1. Optional But Valuable: Symantec Certified Specialist (Scs) Certification.
2. Optional But Valuable: Itil Foundation Certification