Job Summary

The Subject Matter Expert in Support & Operations plays a critical role in ensuring the timely resolution of incidents and escalations while maintaining high-quality standards as per SLAs. This position requires deep expertise in Network Development and Automation, fostering customer satisfaction and operational excellence through effective analysis, mentoring, and communication with stakeholders.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents By Analyzing Network Issues And Implementing Solutions Per Established Slas.
2. Mentor Team Members And Administrators By Preparing Sops And Maintaining Comprehensive Documentation, Promoting Knowledge Sharing, And Enhancing Team Capabilities In Network Automation.
3. Validate Change Order Implementation Plans And Assess Human Error Compliance While Actively Participating In Capacity Planning To Ensure Efficient Network Operations.
4. Foster Positive Customer Feedback And Satisfaction By Actively Engaging In Customer Meetings To Address Concerns And Provide Insights On Network Performance.
5. Conduct And Validate Analyses Such As Root Cause Analysis And Trend Analysis To Facilitate Performance Improvement, Presenting Findings To Key Business Stakeholders To Drive Informed Decisions.

Skill Requirements

1. In-Depth Knowledge Of Network Development And Automation Tools And Methodologies.
2. Strong Analytical Skills With A Proven Ability To Perform Root Cause And Trend Analyses.
3. Excellent Communication And Presentation Skills For Engaging With Stakeholders.
4. Familiarity With Sla Management And Quality Compliance Standards.
5. Proficient In Mentoring And Developing Team Members� Technical Skills.

Other Requirements

1. Optional But Valuable Certifications: Cisco Certified Network Professional (Ccnp), Comptia Network+, Or Equivalent Certifications In Network Development And Automation