Job Summary

The Support Operations Administrator plays a crucial role in ensuring seamless operations and exceptional customer service within the organization. This position is responsible for independently resolving technical issues, providing on-call support, and conducting root cause analyses to enhance service quality and customer satisfaction. The role emphasizes adherence to quality standards and continuous improvement in support processes.

Key Responsibilities

1. Provide Expert Support For On-Call Escalations By Leveraging Qualys And Soc Tools, Ensuring Swift Resolution Of Incidents And Minimizing Downtime.
2. Conduct Thorough Root Cause Analysis Of Issues Using Soc Methodologies, Identifying Trends And Implementing Preventive Measures To Enhance System Stability.
3. Create And Maintain A Comprehensive Knowledge Base By Documenting Solutions And Processes, Facilitating Knowledge Transfer Among Team Members.
4. Train And Mentor New Analysts, Fostering A Collaborative Environment And Contributing To The Overall Skill Development Within The Support Team.
5. Independently Manage And Resolve Tickets Within Agreed Service Level Agreements (Slas), Ensuring Timely Responses And Effective Troubleshooting.
6. Enhance Customer Experience And Satisfaction (Csat) By Achieving High Rates Of First Call Resolution And Minimizing The Number Of Reopened Cases.

Skill Requirements

1. In-Depth Knowledge Of Qualys And Soc Operations.
2. Solid Understanding Of Ticketing Systems And Incident Management Processes.
3. Proficiency In Root Cause Analysis And Problem-Solving Methodologies.
4. Familiarity With Customer Service Best Practices And Performance Metrics.

Other Requirements

1. Optional But Valuable Certifications: Qualys Certified Specialist, Soc Analyst Certification