Sr Subject Matter Expert (Support & Ops)

This senior role focuses on ensuring timely resolution of escalated incidents and tickets in accordance with agreed SLAs and quality standards, while maintaining high customer satisfaction. You will perform value-addition activities including mentoring administrators and team members, preparing standard operating procedures, maintaining documentation, and facilitating knowledge sharing across the organization. The position requires acting as a liaison to business segments, communicating effectively with key stakeholders and presenting updates as needed. You will validate change order implementation plans, ensure human error compliance, and participate in capacity planning and identification of enterprise networking business opportunities. Additionally, you will validate root cause analyses, trend analyses, and reports to support performance improvement and present findings to business stakeholders. Active participation in customer meetings to understand and address issues is essential.