Subject Matter Expert (Support & Ops)

Subject Matter Expert (Support & Ops)
Location: Dallas, Texas | C2C | Hybrid
Pay Rate: $50/hr
Industry: Information Technology / Data Center Network Data
End Date: 01-Dec-2026

Job Description

We are seeking a Subject Matter Expert (Support & Ops) with strong experience in managing escalations, incident resolution, documentation, and operational communication. The role involves ensuring timely resolution of tickets as per SLA, performing value-added activities such as mentoring and SOP creation, validating change implementation plans, and participating in capacity planning. The SME will also engage closely with business stakeholders to address issues, support customer satisfaction, and review analyses such as RCA and trend reports.

Responsibilities

• Ensure on-time resolution and quality compliance for escalated incidents and tickets.
• Mentor team members, prepare SOPs, maintain documentation, and facilitate knowledge sharing.
• Act as a liaison with business segments to support effective communication and presentations.
• Validate Change Order Implementation Plans and Human Error Compliance; participate in capacity planning activities.
• Engage in customer meetings to understand issues and support customer satisfaction efforts.
• Validate Root Cause Analysis, Trend Analysis, and operational reports for stakeholder review.

Required Qualifications

• Experience in Support & Operations with SLAs and escalation handling.
• Strong understanding of Data Center Network Data technologies.
• Ability to mentor, document processes, and support team development.
• Experience with RCA, trend analysis, and operational reporting.
• Strong communication skills for stakeholder interaction.
• Bachelors degree in Technology/Engineering.