The Subject Matter Expert (Support & Operations) plays a critical role in ensuring timely resolution of escalations and incidents while adhering to quality standards and service level agreements (SLAs). This position is vital for enhancing customer satisfaction through effective problem-solving and proactive communication with stakeholders.
Key Responsibilities
1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents Involving Ibm Tsm And Emc Data Domain, Adhering To Agreed Slas To Maintain High Service Standards.
2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Effective Documentation, Promoting Knowledge Sharing Across The Team.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols, Actively Participating In Capacity Planning For Future Operational Needs.
4.
Facilitate Positive Customer Feedback And Satisfaction By Actively Engaging In Customer Meetings To Understand And Address Any Issues Faced By Clients.
5. Conduct And Validate Analyses, Including Root Cause Analysis And Trend Analysis, To Generate Reports That Facilitate Performance Improvement Tasks For Presentation To Key Business Stakeholders.
Skill Requirements
1. In-Depth Knowledge Of Ibm Tsm And Emc Data Domain With A Solid Understanding Of Their Operational Functionalities.
2. Strong Analytical Skills To Conduct Root Cause And Trend Analyses And Present Findings Effectively.
3. Excellent Communication And Presentation Skills For Stakeholder Engagement And Knowledge Sharing.
4. Ability To Mentor And Lead Team Members In Operational Best Practices And Documentation.
Other Requirements
1. Optional But Valuable: Itil Foundation Certification
2. Optional But Valuable: Emc Proven Professional Certificatio
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📌 Sme - IBM Tivoli Storage Manager, Emc Data Domain (Bogotá)
🏢 HCLTech
📍 Bogotá
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