Job Description

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring the timely resolution of escalated incidents while adhering to quality norms and service level agreements (SLAs). This position is essential for maintaining high customer satisfaction through effective communication, analysis, and operational excellence. (1.)

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents Using Rabbitmq And Ibm Mq As Per The Agreed Slas.

2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops), Maintaining Effective Documentation, And Facilitating Knowledge Sharing To Enhance Team Performance.

3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols While Participating In Capacity Planning For Rabbitmq And Ibm Mq Environments.

4. Actively Participate In Customer Meetings To Gather Insights Into Issues Faced, Ensuring Positive Feedback And Customer Satisfaction Through Effective Use Of Support Tools And Communication Strategies.

5. Validate Analyses Such As Root Cause Analysis And Trend Analysis Using Data From Rabbitmq And Ibm Mq, Presenting Reports To Key Business Stakeholders To Enable Informed Decision-Making.

Skill Requirements

1. Solid Proficiency In Rabbitmq And Ibm Mq, Including Architecture, Configuration, And Troubleshooting.

2. Strong Analytical Skills With The Ability To Conduct Root Cause Analysis And Trend Analysis.

3. Excellent Communication Skills To Liaise With Customers And Stakeholders Effectively.

4. Demonstrated Ability In Mentoring And Knowledge Sharing Within A Team Environment.

Certification

1. Optional But Valuable: Ibm Certified Solution Architect Mq Or Rabbitmq Certification.

No. of Positions

1

Skill (Primary)

Cloud Services-Platform Engineering-MIDDLEWARE TECHNOLOGIES

Auto req ID

1605461BR

Skill Level 3 (Secondary Skill 1)

Cloud Services-APPLICATION INFRASTRUCTURE-MESSAGE-ORIENTED MIDDLEWARE