Sr Subject Matter Expert

Sr Subject Matter Expert
Location: Illinois | C2C | Hybrid
Pay Rate: $50/hr
Industry: Information Technology / Data Center Storage (CISCO)
End Date: 02-Dec-2026

Job Description
We are seeking a highly skilled Sr. Subject Matter Expert (Support & Ops) with deep expertise in Data Center Storage (CISCO) environments. The ideal candidate will have strong experience handling escalations, performing root-cause analysis, driving operational excellence, and ensuring seamless resolution of complex incidents in large enterprise infrastructures. This role requires strong technical leadership, customer-facing communication skills, and the ability to mentor team members while supporting continuous service improvement initiatives.

Responsibilities

• Ensure on-time resolution of escalated tickets and incidents as per defined SLAs and quality guidelines.
• Perform value-added activities including mentoring team members, preparing SOPs, creating documentation, and driving knowledge-sharing initiatives.
• Act as a liaison with business stakeholders, supporting effective communication and presenting operational insights when required.
• Validate Change Order Implementation Plans, review Human Error Compliance, and contribute to capacity planning and EN business opportunity identification.
• Participate in customer meetings to understand issues, ensure high satisfaction, and drive continuous improvement.
• Conduct and validate Root Cause Analyses, Trend Analyses, and other operational reports for leadership and business stakeholders.
• Ensure adherence to operational best practices, proactive issue identification, and process optimization across support operations.

Required Qualifications

• Strong hands-on experience in Data Center Storage, specifically CISCO technologies.
• Proven background in incident management, escalation handling, and meeting SLA-driven deliverables.
• Experience performing RCA, trend analysis, and driving operational improvements.
• Ability to mentor, guide, and support administrators and junior team members.
• Strong customer communication skills with experience participating in client meetings.
• Solid understanding of change management processes and capacity planning.
• Ability to create SOPs, documentation, and provide knowledge transfer to cross-functional teams.
• Excellent troubleshooting, analytical, and problem-solving skills in enterprise support environments.