SME - Mainframe Automation Tools

About the role

The Subject Matter Expert in Support & Operations plays a critical role in ensuring the timely and quality resolution of escalations and incidents. This position is pivotal in driving customer satisfaction through effective analysis and adherence to service level agreements. The expert will leverage their deep knowledge in Mainframe and Message Automation to mentor team members and enhance operational efficiencies.

What you'll do

• Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents Through Detailed Analysis Using Mainframe Automation Tools
• Mentor Administrators And Team Members By Sharing Expertise In Message Automation, Preparing Standard Operating Procedures
• Validate Change Order Implementation Plans And Ensure Human Error Compliance By Utilizing Mainframe Automation Techniques
• Drive Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings
• Validate And Analyze Root Cause Analysis And Trend Analysis Reports To Facilitate Performance Improvements

What you need

• Mainframe
• SOP writing
• Root cause analysis
• Any graduate

Good to have

• ITIL