Job Summary

The Support Operations Administrator plays a critical role in ensuring the stability and security of cloud environments by independently resolving technical issues, providing on-call support, and conducting root cause analyses. This position is vital for maintaining high customer satisfaction through effective problem resolution and proactive support measures.

Key Responsibilities

1. Provide Technical Support For Azure Security And Palo Alto Solutions By Diagnosing Issues, Implementing Fixes, And Ensuring Compliance With Quality Standards And Regulatory Requirements.
2. Conduct Root Cause Analysis For Escalated Support Tickets, Utilizing Azure Active Directory And Cloud Security Tools To Identify Underlying Problems And Develop Effective Solutions.
3. Facilitate Knowledge Management Activities By Updating And Maintaining The Knowledge Base, Ensuring That Documentation Reflects Current Best Practices And Solutions.
4. Coach And Train New Analysts On Operational Procedures And Security Practices Related To Azure And Palo Alto, Enhancing Team Capabilities And Performance.
5. Resolve Support Tickets Within The Agreed Service Level Agreements (Slas), Ensuring Timely Responses And Effective Resolution To Enhance Customer Satisfaction And Minimize Ticket Reopens.

Skill Requirements

1. Proficient In Azure Security And Palo Alto Technologies.
2. Solid Understanding Of Cloud Security Principles And Azure Active Directory Management.
3. Familiarity With Ticketing Systems And Incident Management Processes.
4. Strong Analytical And Problem-Solving Skills, With A Focus On Root Cause Analysis.

Other Requirements

1. Optional But Valuable Certifications: Microsoft Certified: Azure Security Engineer Associate, Palo Alto Networks Certified Network Security Engineer (Pcnse)