Job Summary

The Support Operations Administrator plays a crucial role in ensuring seamless operations and exceptional customer service within the Support & Operations team. This position is responsible for independently resolving technical issues, providing on-call support, and performing root cause analysis to enhance customer satisfaction and operational efficiency.

Key Responsibilities

1. Provide Technical Support And Solutions By Effectively Utilizing Emc Powermax And Emc Powerstore Technologies To Resolve Escalated Issues, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Conduct Thorough Root Cause Analysis Of Incidents To Identify And Implement Corrective Actions, Thereby Minimizing Recurrence And Improving System Reliability.
3. Contribute To Knowledge Management By Updating And Maintaining The Knowledge Base, As Well As Conducting Training Sessions For New Hires And Coaching Analysts On Best Practices.
4. Independently Manage And Resolve Support Tickets Within The Agreed Service Level Agreements (Sla) For Both Ticket Volume And Resolution Time, Ensuring Timely And Effective Issue Resolution.
5. Enhance Customer Experience By Striving For First Call Resolution And Maintaining High Customer Satisfaction (Csat) Scores Through Proactive Communication And Efficient Problem-Solving.

Skill Requirements

1. Proficiency In Emc Powermax And Emc Powerstore Technologies.
2. Strong Understanding Of Netapp Block Storage Solutions.
3. Excellent Problem-Solving Skills And Ability To Perform Root Cause Analysis.
4. Familiarity With Ticketing Systems And Sla Management.
5. Effective Communication And Interpersonal Skills To Interact With Customers And Team Members.

Other Requirements

1. Emc Proven Professional Certification Is Recommended But Not Mandatory.
2. Itil Foundation Certification Is Optional But Valuable For Understanding Service Management Best Practices