Subject Matter Expert (Support&Ops)

About the role

To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms and ensure positive customer satisfaction.

What you'll do

• Ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
• Perform value addition activities (such as mentoring administrators/team members, preparing SOPs
• Validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
• Ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
• Validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

What you need

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