Job Summary

The Support Operations Administrator plays a crucial role in ensuring seamless operations and customer satisfaction. This position involves independently managing support tickets, providing on-call assistance, and conducting root cause analysis to enhance service delivery and improve overall customer experience.

Key Responsibilities

1. Implement Technical Solutions Using Ibm Qradar For Effective Security Information And Event Management (Siem) To Ensure Adherence To Quality Standards And Regulatory Requirements.
2. Provide On-Call Support For Escalated Challenges, Performing Root Cause Analysis To Identify Underlying Issues And Implement Corrective Actions.
3. Contribute To Value-Adding Initiatives Such As Maintaining And Updating The Knowledge Base, Training New Team Members, And Coaching Support Analysts To Enhance Team Performance.
4. Resolve Support Tickets Independently While Adhering To Agreed Service Level Agreements (Sla), Focusing On Timely And Efficient Issue Resolution.
5. Foster A Positive Customer Experience By Achieving First Call Resolution And Minimizing Rejected Resolutions Or Reopened Cases, Thereby Enhancing Customer Satisfaction (Csat) Metrics.

Skill Requirements

1. Proficiency In Ibm Qradar For Siem Implementation And Management.
2. Strong Analytical And Problem-Solving Skills For Effective Root Cause Analysis.
3. Familiarity With Ticketing Systems And Sla Management.
4. Ability To Train And Mentor Team Members In Technical Processes And Best Practices.
5. Excellent Communication Skills For Customer Interactions And Team Collaboration.

Other Requirements

1. Relevant Certifications In Ibm Qradar Or Siem Technologies Are Optional But Valuable