Job Summary

The Support Operations Administrator plays a crucial role in ensuring seamless support and operations within the organization. This position is responsible for independently resolving support tickets, providing on-call support, and conducting root cause analysis to enhance customer satisfaction. By adhering to quality standards and regulatory requirements, the administrator contributes significantly to operational efficiency and positive customer feedback.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Saviynt Pam Administration And Java Development, Ensuring Compliance With Company Policies.
2. Provide On-Call Support For Escalated Issues By Performing Root Cause Analysis Using Java Debugging Tools And Saviynt Pam Logs To Identify And Resolve Underlying Problems Effectively.
3. Contribute To Knowledge Management By Updating And Maintaining The Knowledge Base While Training Freshers And Coaching Analysts On Saviynt Pam And Java Best Practices.
4. Independently Resolve Support Tickets Within Agreed Sla By Utilizing Saviynt Pam Functionalities And Java Applications, Ensuring Timely And Efficient Resolution Of Customer Queries.
5. Enhance Customer Experience And Csat By Achieving First Call Resolution Through Effective Troubleshooting In Saviynt Pam And Java Environments, Minimizing Rejected Resolutions And Reopen Cases.

Skill Requirements

1. Proficiency In Saviynt Pam Administration And Java Development, Demonstrating Solid Knowledge Of Application Support And Operations.
2. Familiarity With Root Cause Analysis Techniques And Tools For Effective Problem-Solving In Support Scenarios.
3. Understanding Of Quality Standards And Regulatory Requirements Relevant To Support And Operations.
4. Strong Communication Skills To Effectively Interact With Customers And Team Members.

Other Requirements

1. Optional But Valuable: Certifications In Saviynt Pam And Java Development