Job Summary

The Support Operations Administrator plays a crucial role in ensuring high-quality customer support and operational excellence. This position involves independently resolving tickets, providing on-call support, and conducting root cause analyses to enhance customer satisfaction and drive continuous improvement within the support process.

Key Responsibilities

1. Provide Technical Support And Troubleshooting For Dynatrace And Powershell, Ensuring Effective Resolution Of Issues And Adherence To Quality Standards And Regulatory Requirements.
2. Conduct Root Cause Analysis For Escalated Tickets, Leveraging Dynatrace For Performance Monitoring And Issue Resolution To Minimize Reopens And Enhance Customer Experience.
3. Lead Value-Adding Initiatives Such As Updating And Managing The Knowledge Base, Facilitating Training Sessions For New Hires, And Coaching Analysts To Improve Team Performance.
4. Independently Resolve Support Tickets Within Agreed Slas, Utilizing Powershell Scripting To Automate Tasks And Optimize Processes, Thereby Enhancing Operational Efficiency.
5. Ensure Positive Customer Experience And High Csat Scores Through Effective First Call Resolution Strategies And Proactive Engagement With Customers Throughout The Support Process.

Skill Requirements

1. Proficient In Dynatrace For Application Performance Monitoring And Analytics.
2. Strong Knowledge Of Powershell For Automation And Scripting Tasks.
3. Familiarity With Python For Data Analysis And Process Improvement.
4. Solid Understanding Of Itil Practices And Customer Service Principles.

Other Requirements

1. Optional But Valuable: Itil Foundation Certification.
2. Optional But Valuable: Dynatrace Certified Associate.
3. Optional But Valuable: Microsoft Certified: Powershell Fundamentals