Subject Matter Expert (Tools&Automation)

About the role

Validate CI relationships for accurate impact analysis during Change Management.\\\\r\\\ Support Service Operations by providing CI data needed for troubleshooting and root cause analysis.\\\\r\\\

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

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