Job Summary

The Senior Administrator in Support & Operations plays a crucial role in providing advanced technical support and operational excellence. This position focuses on troubleshooting complex issues, conducting root cause analyses, and implementing effective solutions to enhance customer satisfaction and ensure compliance with established quality standards.

Key Responsibilities

1. Provide Technical Support And Solutions By Administering And Optimizing Mssql Databases And Azure Mysql Databases, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Conduct Root Cause Analysis Of Issues Escalated During On-Call Support For Azure And Mssql Environments, Implementing Effective Resolutions To Prevent Recurrence.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Team Capabilities.
4. Independently Resolve Support Tickets Within Agreed Service Level Agreements (Slas) For Ticket Volume And Response Times, Ensuring Swift And Efficient Problem Resolution.
5. Ensure A Positive Customer Experience By Achieving First Call Resolution Targets And Minimizing Rejected Resolutions And Reopened Cases, Contributing To Overall Customer Satisfaction (Csat).

Skill Requirements

1. Proficient In Mssql Database Architecture And Azure Mysql Database Management.
2. Solid Understanding Of Azure Iaas And Its Operational Functionalities.
3. Experience In Conducting Root Cause Analysis And Implementing Solutions.
4. Familiarity With Quality Standards And Regulatory Requirements Related To Database Management.
5. Basic Knowledge Of Azure Mongodb Dba Operations Is Beneficial.

Other Requirements

1. Optional Certifications: Microsoft Certified: Azure Database Administrator Associate, Microsoft Certified: Azure Solutions Architect Expert