Subject Matter Expert (Support & Ops)
This Subject Matter Expert role is responsible for ensuring on-time resolution of escalated incidents and tickets in compliance with agreed SLAs and quality standards. You will mentor administrators and team members, prepare standard operating procedures (SOPs), maintain effective documentation, and facilitate knowledge sharing across the team. The role serves as a liaison to business segments, requiring clear communication and presentation skills for engaging key business stakeholders. You will validate Change Order Implementation Plans, ensure Human Error Compliance, and participate in capacity planning activities. Active participation in customer meetings is expected to understand issues and drive positive customer feedback and satisfaction. Additionally, you will validate root cause analyses, trend analyses, and performance reports that are presented to stakeholders to support continuous operational improvement.
