Subject Matter Expert (Support & Ops)

As a Subject Matter Expert in Support and Operations, you will be responsible for the timely resolution of escalated incidents and tickets while ensuring quality compliance as per agreed SLAs. You will drive value addition through mentoring team members and administrators, creating and maintaining SOPs, managing documentation, and sharing knowledge across the organization. Acting as a liaison between technical teams and business segments, you will facilitate effective communication and present insights to key stakeholders. The role involves validating Change Order Implementation Plans, ensuring Human Error Compliance, and contributing to capacity planning efforts. You will actively participate in customer meetings to identify and address issues, thereby ensuring positive customer satisfaction. Validating analytical reports including root cause and trend analyses for stakeholder presentations is a critical part of this position.