Job Description

The Subject Matter Expert in Support & Operations plays a crucial role in ensuring timely resolution of escalations and incidents while adhering to quality norms and service level agreements (SLAs). This position is vital for maintaining high customer satisfaction through effective communication, detailed analysis, and knowledge sharing within the team and with stakeholders.



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Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents By Leveraging Mysql Administration And Sql Development Skills To Analyze Issues And Implement Solutions In Accordance With Slas.



2. Mentor Team Members And Administrators By Preparing Standard Operating Procedures, Maintaining Effective Documentation, And Facilitating Knowledge Sharing To Enhance Team Capabilities.



3. Validate Change Order Implementation Plans Using Sql Queries And Mysql Performance Metrics, Ensuring Adherence To Human Error Compliance And Participating In Capacity Planning Discussions.



4. Actively Engage In Customer Meetings To Gather Feedback And Address Any Concerns, Using Sql Reporting Tools To Present Data-Driven Insights That Drive Positive Customer Experiences.



5. Validate And Analyze Reports, Including Root Cause Analysis And Trend Analysis, Utilizing Mysql And Sql Developer Tools To Provide Actionable Insights For Performance Improvement To Key Business Stakeholders.

Skill Requirements

1. Proficient In Mysql Administration And Sql Development With A Strong Understanding Of Database Management And Optimization.



2. Solid Analytical Skills For Performing Root Cause And Trend Analysis.



3. Excellent Communication And Presentation Skills To Effectively Interact With Stakeholders.

Certification

1. Optional But Valuable Certifications Include Mysql Database Administrator (Cmdba) And Sql Developer Certification.

No. of Positions

1

Skill (Primary)

Application Operations-Database-MySQL

Auto req ID

1613039BR

Skill Level 3 (Secondary Skill 1)

Cloud Services-Platform Engineering-MICROSOFT TECHNOLOGIES