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

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.

• 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.

• 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.