Lead escalated incident resolution through efficient analysis, SLA adherence, and quality compliance while supporting positive customer satisfaction.
This Senior Subject Matter Expert role focuses on support and operations for escalated tickets and incidents. You will validate analyses, reports, and implementation plans while contributing to customer communication. The position also supports mentoring, documentation, knowledge sharing, and capacity planning activities.
Key Responsibilities:
- Resolve escalated tickets and incidents within agreed SLA timelines
- Validate root cause and trend analyses for stakeholder presentations
- Mentor administrators and team members through value addition activities
- Prepare SOPs and maintain effective operational documentation
- Participate in customer meetings addressing issues and satisfaction
Requirements:
- Experience analyzing escalated support tickets and incidents
- Understanding of SLA and quality compliance requirements
- Ability to validate implementation plans and human error compliance
- Capability to prepare reports for business stakeholders
- Ability to support capacity planning and business chance identification
Apply senior support operations expertise across incident analysis, stakeholder communication, documentation, and customer satisfaction activities.