Subject Matter Expert Job at 360 Resourcing Solutions (Vadodara)

Subject Matter Expert

360 Resourcing Solutions

Location:
India , Vadodara

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Experienced Level 2 Support Analyst to oversee the transition of new clients and technology integration to our Level 1 and Level 2 support teams. Candidate with a proven track record of successfully managing client transitions, driving standard operating procedures, and providing technical mentorship to team members. Please note that this role operates on a rotational shift basis to ensure 24/7 coverage and meet the business needs.

Job Responsibility:

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

Requirements:

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
Expertise in diagnosing problems through the analysis of logs, error messages, and application performance
Experience with MS SQL, including the ability to independently run and create basic queries to retrieve results from the database and perform modifications

Nice to have:

Good communicator – Written & verbal
Stakeholder management – Internal & external
Comfortable in customer-facing situations
Passion for continual improvement & focus on end user/customer experience
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
Skilled in remotely diagnosing and troubleshooting PC, printer, and software/application issues
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

Additional Information:

Job Posted:
January 18, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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