SME - Mainframe SysOps & Batch Scheduling Tools

Job Summary The Subject Matter Expert (Support & Ops) plays a crucial role in ensuring the timely resolution of escalations and incidents within the Support & Operations domain. This position emphasizes quality compliance with service level agreements (SLAs) while fostering positive customer relationships through effective communication and analysis. As a key resource, the SME will mentor team members, validate operational processes, and contribute to strategic planning, significantly impacting customer satisfaction and operational efficiency. Key Responsibilities 1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents In Production Control And Scheduling, Adhering To Slas And Implementing Best Practices In Sysops For Continuous Improvement. 2. Mentor Team Members And Administrators By Conducting Training Sessions And Developing Standard Operating Procedures (Sops) To Enhance Team Capabilities And Operational Efficiency. 3. Validate Change Order Implementation Plans And Human Error Compliance In Sysops, Actively Participating In Capacity Planning To Optimize Resource Allocation And Operational Readiness. 4. Facilitate Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings, Utilizing Effective Communication To Identify And Resolve Issues Promptly. 5. Validate Analyses Such As Root Cause Analysis And Trend Analysis, Generating Comprehensive Reports To Inform Key Business Stakeholders And Drive Performance Improvements In Support & Operations.