Subject Matter Expert

1 week ago

Vadodara Gujarat, India Paul Mason Consulting Full time

**Summary of the position**
**Key accountabilities**
- Take day-to-day responsibility for assigning incidents through the client’s or PMC’s incident management system.
- Conduct regular reviews of logged incidents, identifying trends and recurring issues to escalate to the Problem team.
- Lead the transition process for new clients and the integration of new technologies to Level 1 and Level 2 support.
- Ensure successful client transitions to PMC Level 1 and Level 2 support teams.
- Champion the implementation of standard operating procedures and support best practices within the team.
- Perform root cause analysis for complex and major issues.
- Share domain and technical expertise, providing technical mentorship and cross-training to new and existing team members.
- Resolve incoming technical issues within expected technical capabilities.
- Recognize the impact of non-delivery on PMC’s reputation with clients.
- Develop and maintain a knowledge base for each new customer added to the Service Desk.

**Skills and Experience | Essential**
- Comprehensive understanding of the ITIL Framework (certification preferred).
- Proven ability to collaborate effectively with cross-functional teams.
- Demonstrated capability to mentor and train team members.
- In-depth knowledge of standard operating procedures and support best practices.
- Proficiency in Windows troubleshooting and SQL.
- Experience with MS SQL, including the ability to independently run and create basic queries to retrieve results from the database and perform modifications.

**Skills and Experience | Desirable**
- Confidently shares ideas with the team.
- Exhibits a proactive and solution-oriented personality.
- Demonstrates a quick learning ability with a strong interest in acquiring new knowledge.
- Reliable and accountable, capable of managing client interactions effectively.
- Proficient in researching solutions and creating knowledge base articles.
- Responsible for ensuring that incidents requiring urgent attention are escalated according to the established escalation management procedure.
- Knowledge of the retail IT domain is an added advantage.

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