Sr Subject Matter Expert (Support&Ops)

Job Summary

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

: Infrastructure Management: Overseeing the installation, configuration, testing, troubleshooting, and decommissioning of server hardware and operating systems. Incident & Problem Management: Leading teams during service outages or hardware failures to conduct root cause analysis and restore services. Team Leadership: Hiring, coaching, and managing shift schedules for data center technicians and engineers to provide continuous support. Capacity & Automation Planning: Managing rack space, power, cooling, and hardware lifecycle while driving automation to eliminate repetitive tasks. Vendor Management: Coordinating with third-party vendors, suppliers, and contractors for equipment servicing and procurement

Technical Proficiency: Deep understanding of server hardware, Unix/Linux and Windows OS, and virtualization technologies (e.g., VMware, Kubernetes).\\r\\n Frameworks: Familiarity with IT service management frameworks like ITIL and monitoring tools.\\r\\n Soft Skills: Exceptional problem-solving, analytical, and cross-functional communication skills

Key Responsibilities

1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA

2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.

3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning, identification of EN business opportunities.

4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced

5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Skill Requirements

Technical Proficiency: Deep understanding of server hardware, Unix/Linux and Windows OS, and virtualization technologies (e.g., VMware, Kubernetes). Frameworks: Familiarity with IT service management frameworks like ITIL and monitoring tools. Soft Skills: Exceptional problem-solving, analytical, and cross-functional communication skills

Other Requirements

Technical Proficiency: Deep understanding of server hardware, Unix/Linux and Windows OS, and virtualization technologies (e.g., VMware, Kubernetes). Frameworks: Familiarity with IT service management frameworks like ITIL and monitoring tools. Soft Skills: Exceptional problem-solving, analytical, and cross-functional communication skills