Job Summary

The Support Operations Administrator plays a crucial role in ensuring seamless IT service delivery by independently resolving support tickets, providing on-call assistance, and conducting root cause analyses. This role is vital for maintaining customer satisfaction through effective problem resolution and proactive support, ensuring that all operational standards and policies are met.

Key Responsibilities

1. Utilize Ansible And Terraform To Automate Infrastructure Provisioning And Configuration Management, Ensuring Consistent And Efficient Deployment Of Resources.
2. Provide On-Call Support For Escalated Incidents, Leveraging Diagnostic Tools To Perform Root Cause Analysis And Implement Corrective Actions To Prevent Recurrence.
3. Update And Manage The Knowledge Base By Documenting Solutions And Best Practices, Contributing To Continuous Improvement And Training Programs For New Team Members.
4. Independently Resolve Support Tickets Within Agreed Slas, Using Git And Jenkins For Version Control And Continuous Integration To Enhance Workflow Efficiency.
5. Foster Positive Customer Experiences By Achieving First Call Resolution And Minimizing Case Reopens, Thereby Driving High Customer Satisfaction Scores.

Skill Requirements

1. Proficiency In Ansible And Terraform For Automation And Orchestration.
2. Strong Understanding Of Git And Github For Version Control.
3. Familiarity With Jenkins And Cloud Build For Ci/Cd Pipelines.
4. Solid Analytical Skills For Troubleshooting And Root Cause Analysis.
5. Basic Knowledge Of It Service Management (Itsm) Practices And Ticketing Systems.

Other Requirements

1. Optional But Valuable: Certifications In Ansible Or Terraform