SME - F5, Infoblox IPAM

Job Summary

The Subject Matter Expert (Support & Ops) plays a pivotal role in ensuring timely resolution of escalations and incidents within the Support & Operations team. This role emphasizes efficient analysis in alignment with service level agreements (SLAs) and quality standards, contributing significantly to customer satisfaction and operational excellence.

Key Responsibilities

• Ensure timely resolution and quality compliance of escalated incidents and tickets using F5 and DDI-Infoblox/Efficient IP technology, adhering to SLAs and operational standards.
• Mentor team members and administrators by preparing Standard Operating Procedures (SOPs) and maintaining comprehensive documentation, while facilitating knowledge sharing to enhance team efficiency.
• Validate change order implementation plans and ensure human error compliance, actively participating in capacity planning to optimize resource utilization.
• Foster positive customer feedback and satisfaction by engaging in customer meetings to understand and address any operational challenges they face.
• Conduct and validate analyses such as root cause analysis and trend analysis, preparing insightful reports to facilitate performance improvements and presenting findings to key business stakeholders.

Skill Requirements

• Proficient in F5 technologies and DDI-Infoblox/Efficient IP solutions.
• Strong analytical skills with the ability to conduct root cause and trend analysis.
• Excellent documentation skills and experience in preparing SOPs.
• Strong communication skills for effective stakeholder engagement.
• Familiarity with capacity planning and change management processes.
• Other Requirements
• Optional but valuable: ITIL Foundation Certification.
• Optional but valuable: F5 Certified Administrator (F5-CA) Certification.

Skills

F Technologies Proficiency,Strong Analytical Skills,Documentation Expertise,Effective Communication,Capacity Planning Knowledge