Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring timely resolution of escalations and incidents within the Support & Operations team. This position is essential for maintaining high-quality service delivery in line with SLA agreements and enhancing customer satisfaction through effective communication and proactive analysis.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Leveraging Network Automation Tools And Methodologies, Adhering Strictly To Sla Requirements.
2. Mentor Team Members And Administrators On Cisco Aci And Network Automation Best Practices, While Also Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Facilitate Knowledge Sharing.
3. Validate Change Order Implementation Plans By Applying Network Automation Techniques, Ensuring Human Error Compliance, And Participating In Capacity Planning To Optimize Resource Allocation.
4. Foster Positive Customer Feedback And Satisfaction By Actively Engaging In Customer Meetings To Address Issues, Utilizing Network Automation Insights To Propose Actionable Solutions.
5. Conduct Thorough Validations Of Analyses, Including Root Cause Analysis And Trend Analysis, To Present Insights And Performance Reports To Key Business Stakeholders For Informed Decision-Making.

Skill Requirements

1. Strong Understanding Of Network Automation And Cisco Aci Technologies.
2. Proficiency In Incident Resolution And Escalation Management.
3. Excellent Communication And Presentation Skills To Liaise With Business Stakeholders.
4. Familiarity With Change Management Processes And Capacity Planning.
5. Ability To Perform Detailed Data Analysis To Support Operational Improvements.

Other Requirements

1. Cisco Certified Network Professional (Ccnp) Optional But Valuable.
2. Itil Foundation Certification Optional But Valuable