Sr Subject Matter Expert (Support&Ops)

Sapsf; United States; On-site; USD 70,000 - 100,000; Full time

Job summary

Sapsf seeks a dedicated professional to ensure on-time resolution of escalated tickets and to maintain quality compliance with SLA standards. The role includes mentoring teammates, creating SOPs, and acting as a liaison to business stakeholders for clear, actionable communication.

Additionally, you’ll validate change orders, participate in capacity planning, and analyze trends to drive opportunities while ensuring positive customer experiences and accurate reporting.

Responsibilities

• To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
• To perform value addition activities such as mentoring administrators and preparing SOPs
• Act as liaison to the business segment, facilitating communication to key stakeholders
• Maintain documentation and knowledge sharing across teams
• Validate Change Order Implementation Plan and human error compliance
• Participate in capacity planning and identify EN business opportunities
• Ensure positive customer feedback through participation in meetings
• Validate analyses (root cause, trend) and reports for stakeholders

Job description

Requisition ID172362-Posted09/30/2026

To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA, quality norms and ensure positive customer satisfaction and contribute to EN business creation.

Key Responsibilities

• To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
• To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
• To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning, identification of EN business opportunities.
• To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
• To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders