SME - UCC Development Tools

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring the timely resolution of escalations and incidents within the Transmission skill cluster. This position focuses on delivering high-quality support in alignment with SLA standards while fostering positive customer satisfaction through effective communication and mentoring. The expert will also contribute to capacity planning and process improvements, making a significant impact on operational efficiency within the organization.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents By Analyzing Transmission Issues And Adhering To Established Sla Standards To Maintain High Service Quality.
2. Mentor Team Members And Administrators By Sharing Knowledge And Best Practices In Transmission Operations, And Prepare Standard Operating Procedures (Sops) To Enhance Operational Efficiency.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance By Reviewing Processes And Participating In Capacity Planning For Transmission Services.
4. Actively Participate In Customer Meetings To Gather Feedback And Understand Issues Faced By Clients, Ensuring Positive Customer Satisfaction And Loyalty.
5. Conduct Validations Of Root Cause Analysis And Trend Analysis To Produce Reports That Facilitate Performance Improvements And Are Presented To Key Business Stakeholders For Strategic Decision-Making.

Skill Requirements

1. In-Depth Knowledge Of Transmission Systems And Operations.
2. Solid Proficiency In Incident Management And Escalation Processes.
3. Strong Analytical Skills For Performing Root Cause And Trend Analysis.
4. Excellent Communication And Presentation Skills To Engage With Stakeholders Effectively.
5. Familiarity With Best Practices In Documentation And Sop Preparation.

Other Requirements

1. Itil Foundation Certification Is Preferred But Not Mandatory.
2. Certification In Transmission Network Operations Is Optional But Valuable