Subject Matter Expert (Support&Ops)

Responsibilities

• Ensure on-time resolution and quality compliance of escalated tickets/incidents as per the agreed SLA.
• Perform value addition activities like mentoring administrators/team members, preparing SOPs, maintaining effective documentation, and knowledge sharing.
• Act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as and when required.
• Validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning.
• Ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced.
• Validate analyses (e.g., Root Cause Analysis, Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders.