Subject Matter Expert (Support&Ops)
As a Subject Matter Expert in Support and Operations, you will be responsible for ensuring on-time resolution of escalated incidents and tickets in compliance with agreed SLAs and quality standards. You will perform value-addition activities such as mentoring administrators and team members, preparing standard operating procedures, maintaining thorough documentation, and facilitating knowledge sharing across the team. You will act as a liaison to business segments, enabling effective communication and presentations to key stakeholders. The role requires validating Change Order Implementation Plans and Human Error Compliance, participating in capacity planning, and ensuring positive customer feedback through active engagement in customer meetings. You will also validate root cause analyses, trend analyses, and performance reports for presentation to business stakeholders.
