SME - MS System Center Configuration Manager (SCCM)

About the role

As a Subject Matter Expert in Support and Operations, you will play a crucial role in ensuring the timely resolution of escalated incidents through thorough analysis and adherence to service level agreements (SLAs). Your expertise in SCCM will contribute to maintaining high-quality standards while enhancing customer satisfaction through effective communication and problem-solving.

What you'll do

• Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents By Analyzing Issues Through Sccm, Adhering To Agreed Slas For Operational Excellence
• Mentor Administrators And Team Members While Preparing Standard Operating Procedures (Sops) And Maintaining Effective Documentation
• Validate Change Order Implementation Plans And Human Error Compliance, Participating Actively In Capacity Planning Efforts To Optimize Resource Utilization
• Facilitate Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings To Understand And Address Any Operational Challenges They May Encounter
• Validate Analyses Such As Root Cause Analysis And Trend Analysis Using Sccm Data

What you need

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

Good to have

• ITIL