Job Summary

The Support Operations Administrator plays a critical role in maintaining the efficiency and effectiveness of application support services. This position is responsible for independently managing and resolving support tickets, providing on-call support, and conducting root cause analyses to enhance customer satisfaction and operational excellence.

Key Responsibilities

1. Provide Technical Support For Websphere Application Server And Bea Weblogic, Ensuring Efficient Resolution Of Escalated Issues During On-Call Support.
2. Conduct Root Cause Analysis On Application Incidents, Applying Problem-Solving Techniques To Identify And Implement Effective Solutions.
3. Update And Manage The Knowledge Base By Documenting Processes, Troubleshooting Steps, And Resolutions To Enhance Team Efficiency And Knowledge Sharing.
4. Independently Resolve Support Tickets Within The Agreed Service Level Agreements (Slas), Ensuring Timely Responses And Effective Issue Resolution.
5. Facilitate Training Sessions For New Analysts And Provide Coaching To Enhance Their Skills And Knowledge In Application Support Operations.
6. Strive For Positive Customer Experiences By Achieving First Call Resolution And Minimizing Rejected Resolutions Or Reopened Cases.

Skill Requirements

1. Proficient In Websphere Application Server And Bea Weblogic With Solid Understanding Of Application Support Principles.
2. Strong Analytical And Problem-Solving Skills To Conduct Effective Root Cause Analysis.
3. Familiarity With Ticketing Systems And Service Level Agreement Management.
4. Excellent Communication Skills To Deliver Clear And Concise Information To Both Technical And Non-Technical Stakeholders.
5. Ability To Work Autonomously While Collaborating Effectively Within A Team Environment.

Other Requirements

1. Optional But Valuable Certifications: Ibm Certified System Administrator Websphere Application Server, Oracle Weblogic Server Administration