Job Summary

The Tools & Automation Administrator plays a crucial role in maintaining the performance and effectiveness of Splunk and its ITSI/Enterprise solutions. This position focuses on resolving technical issues, performing root cause analysis, and ensuring a high level of customer satisfaction through proactive support and continuous improvement initiatives.

Key Responsibilities

1. Provide Advanced Support For Splunk And Splunk Itsi By Independently Resolving Technical Tickets And Ensuring Compliance With Quality Standards And Company Policies.
2. Conduct Thorough Root Cause Analysis On Escalated Issues Utilizing Bash And Python Scripts To Enhance System Performance And Reliability.
3. Lead Value-Adding Initiatives Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts On Best Practices In Tools And Automation.
4. Ensure Timely Resolution Of Tickets Within Agreed Service Level Agreements (Slas), Maintaining A High Volume Of Ticket Management Without Compromising Quality.
5. Enhance Customer Experience And Satisfaction (Csat) By Achieving First Call Resolution Targets And Minimizing The Number Of Rejected Resolutions And Reopened Cases.

Skill Requirements

1. Proficient In Splunk And Splunk Itsi/Enterprise With Solid Understanding Of Data Ingestion And Visualization.
2. Strong Scripting Skills In Bash And Python For Automation And Troubleshooting Tasks.
3. In-Depth Knowledge Of Ticketing Systems And Incident Management Processes.
4. Familiarity With Quality Standards And Regulatory Requirements In It Operations.
5. Excellent Analytical And Problem-Solving Skills.

Other Requirements

1. Optional But Valuable: Splunk Certified Administrator, Itil Foundation Certification