Job Summary

The Support Operations Administrator plays a critical role in ensuring the effective resolution of support tickets and the delivery of high-quality operational services. This position is essential for maintaining customer satisfaction through timely support, root cause analysis, and continuous improvement in processes. The Administrator will work independently to manage escalations and contribute to knowledge management initiatives.

Key Responsibilities

1. Provide Technical Support By Utilizing Ibm Security Identity Manager (Isim) And Ibm Tivoli - Nms To Independently Resolve Support Tickets Within Agreed Slas, Ensuring Efficient Service Delivery.
2. Analyze Escalated Issues And Conduct Root Cause Analysis Using Ibm Tivoli Tools To Identify Underlying Problems And Implement Effective Solutions.
3. Contribute To Knowledge Base Management By Updating Documentation And Creating Training Materials, Enhancing Team Efficiency And Onboarding Processes For New Analysts.
4. Train And Mentor Junior Analysts On Best Practices And Troubleshooting Techniques Related To Ibm Security Identity Manager (Isim) And Ibm Tivoli - Nms, Fostering Skill Development Within The Team.
5. Monitor Customer Feedback And Improve Customer Experience By Ensuring First Call Resolution And Minimizing Case Reopens, Thereby Enhancing Overall Customer Satisfaction (Csat).

Skill Requirements

1. Proficient In Ibm Security Identity Manager (Isim) And Ibm Tivoli Nms.
2. Strong Understanding Of It Support Processes And Ticket Management Systems.
3. Excellent Analytical And Problem-Solving Skills.
4. Familiarity With Quality Standards And Regulatory Requirements Within It Operations.

Other Requirements

1. Ibm Security Identity Manager (Isim) Certification (Optional But Valuable).
2. Ibm Tivoli Certification (Optional But Valuable)