Job Description

Job Summary

The Subject Matter Expert in Support & Operations plays a crucial role in ensuring the timely resolution of escalations and incidents while adhering to quality standards. This position focuses on utilizing advanced technical knowledge of Symantec NetBackup and Symantec Backup Exec to enhance operational efficiency and drive customer satisfaction. The expert will also mentor team members and facilitate communication with key stakeholders, contributing to the overall success of support operations.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Leveraging Expertise In Symantec Netbackup And Symantec Backup Exec, Adhering To Agreed Slas.
2. Mentor Team Members And Administrators By Preparing Standard Operating Procedures (Sops) And Maintaining Effective Documentation To Promote Knowledge Sharing And Operational Excellence.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, While Actively Participating In Capacity Planning To Optimize Resource Allocation.
4. Foster Positive Customer Relationships Through Active Participation In Customer Meetings, Addressing Any Concerns And Ensuring Customer Satisfaction.
5. Conduct Thorough Validations Of Analyses Such As Root Cause Analysis And Trend Analysis, Preparing Comprehensive Reports To Present Findings And Performance Metrics To Key Stakeholders.

Skill Requirements

1. Proficient In Symantec Netbackup And Symantec Backup Exec With A Strong Understanding Of Backup And Recovery Operations.
2. Solid Experience In Incident Management And Escalation Resolution In A Support Operations Environment.
3. Excellent Communication And Presentation Skills For Effective Stakeholder Engagement.
4. In-Depth Knowledge Of Capacity Planning And Change Management Processes.

Other Requirements

1. Relevant Certifications Such As Symantec Certified Specialist (Scs) Or Equivalent Are Optional But Valuable