Job Summary

The Support Operations Administrator plays a critical role in ensuring the efficient resolution of support tickets and providing on-call assistance. This position focuses on utilizing Infrastructure as Code (IaC) tools and AWS services to conduct root cause analysis and improve operational processes, ultimately contributing to enhanced customer satisfaction and seamless service delivery.

Key Responsibilities

1. Implement Infrastructure As Code (Iac) Solutions Using Terraform And Aws Cloudformation To Automate Deployment And Management Of Cloud Resources, Ensuring Adherence To Quality Standards And Best Practices.
2. Provide On-Call Support For Escalated Issues, Conducting Thorough Root Cause Analysis Using Python And Ansible To Identify And Resolve Underlying Problems Efficiently.
3. Develop And Maintain A Comprehensive Knowledge Base By Documenting Solutions And Updates, And Conduct Training Sessions For Freshers And Coaching For Analysts To Enhance Team Capabilities.
4. Independently Manage And Resolve Support Tickets Within The Agreed Sla, Employing Terraform For Efficient Resource Management And Ensuring Timely Responses.
5. Foster A Positive Customer Experience By Achieving First Call Resolution And Minimizing Rejected Resolutions Or Reopened Cases, Actively Seeking Feedback To Drive Continuous Improvement.

Skill Requirements

1. Proficiency In Infrastructure As Code (Iac) Using Terraform And Aws Cloudformation.
2. Strong Understanding Of Aws Services And Paas Offerings.
3. Familiarity With Scripting Languages, Particularly Python And Ansible.
4. Solid Analytical And Problem-Solving Skills For Effective Root Cause Analysis.

Other Requirements

1. Aws Certified Solutions Architect � Associate (Optional But Valuable).
2. Hashicorp Certified: Terraform Associate (Optional But Valuable)