SME - SIP & Third Party Integration Tools

Experience: Not Available to Not Available years

Location: Noida, India

Skills: SIP, Third-Party Integrations, Incident Management, Escalation Processes, Analytical Skills, Problem-Solving Skills, Presentation Abilities, Documentation Practices, SOP Development, ITIL Foundation Certification, Certification in SIP Technologies

Job Summary
The Subject Matter Expert (Support) plays a critical role in ensuring timely resolution of escalations and incidents in Support & Operations. This position is pivotal in maintaining service quality and compliance with SLAs, leading to enhanced customer satisfaction through effective analysis, mentoring, and communication with stakeholders.

Key Responsibilities
1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets By Analyzing Sip And Third-Party Integration Issues, Adhering To Agreed Slas, And Implementing Best Practices.
2. Mentor Team Members And Administrators On Sip Processes, Prepare Standard Operating Procedures (Sops), And Maintain Comprehensive Documentation To Support Operational Excellence.
3.



Validate Change Order Implementation Plans And Human Error Compliance By Assessing Sip Integration Impacts And Participating In Capacity Planning Discussions.
4. Actively Engage In Customer Meetings To Gather Feedback, Understand Issues, And Facilitate Solutions, Ensuring A Positive Customer Experience And Satisfaction.
5. Conduct And Validate Analyses Such As Root Cause Analysis And Trend Analysis To Identify Performance Improvement Opportunities, Presenting Findings To Key Business Stakeholders.

Skill Requirements
1. Robust Knowledge Of Sip And Third-Party Integrations
2. Proficiency In Incident Management And Escalation Processes
3. Excellent Analytical And Problem-Solving Skills
4. Effective Communication And Presentation Abilities
5. Familiarity With Documentation Practices And Sop Development

Other Requirements
1. Itil Foundation Certification (Optional But Valuable)
2. Certification In Sip Technologies Or Related Areas (Optional But Valuable)

📌 SME SIP & Third Party Integration Tools (Noida)
🏢 HCL Technologies
📍 Noida