Job Summary

The Support Operations Administrator plays a crucial role in enhancing customer satisfaction by providing expert support for BEA WebLogic and WebSphere Application Server. This position is responsible for resolving technical issues efficiently and conducting root cause analyses to prevent future occurrences. The role emphasizes adherence to quality standards and contributes to team development through knowledge sharing and training initiatives.

Key Responsibilities

1. Provide Technical Support For Bea Weblogic And Websphere Application Server By Independently Resolving Tickets And Ensuring Adherence To Quality Standards And Company Policies.
2. Conduct Root Cause Analysis For Escalated Issues, Implementing Effective Solutions To Prevent Recurrence And Improve System Reliability.
3. Collaborate On Value-Adding Activities Such As Updating And Managing The Knowledge Base, Ensuring That Documentation Remains Accurate And Useful.
4. Coach And Train New Analysts To Enhance Team Skills And Improve Overall Service Delivery, Fostering A Culture Of Continuous Learning.
5. Ensure Positive Customer Experience By Achieving First Call Resolution And Minimizing The Number Of Rejected Resolutions And Reopened Cases, Thus Driving Customer Satisfaction Metrics.

Skill Requirements

1. Solid Understanding Of Bea Weblogic And Websphere Application Server.
2. Proficiency In Troubleshooting And Resolving Application Server Issues.
3. Experience In Conducting Root Cause Analysis And Implementing Preventative Measures.
4. Familiarity With Quality Assurance Standards And Regulatory Requirements In An It Support Environment.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable For This Position