Job Summary

The Support Operations Administrator plays a critical role in maintaining the efficiency of IT operations by independently resolving support tickets, providing on-call assistance, and performing root cause analysis. This position ensures high-quality service delivery, enhances customer satisfaction, and contributes to team knowledge management, all while adhering to established regulatory and company standards.

Key Responsibilities

1. Resolve Support Tickets Related To Nutanix And Vmware Vsphere & Vcenter Within Agreed Slas, Ensuring Timely And Effective Solutions To Customer Issues.
2. Provide On-Call Support For Escalated Incidents, Performing Thorough Root Cause Analysis To Identify Underlying Issues And Prevent Recurrence.
3. Conduct Value-Adding Activities Such As Updating And Managing The Knowledge Base, Ensuring Documentation Is Current And Accessible For The Team.
4. Facilitate Training Sessions For New Hires And Coach Analysts To Enhance Their Technical Skills And Knowledge Of Nutanix And Vmware Technologies.
5. Strive To Achieve High Customer Satisfaction And Csat Scores Through Effective First Call Resolution And Minimizing The Number Of Rejected Resolutions And Reopened Cases.

Skill Requirements

1. Solid Proficiency In Nutanix And Vmware Vsphere & Vcenter Technologies.
2. In-Depth Knowledge Of Cloud Infrastructure And Virtualization Concepts.
3. Familiarity With Ticketing Systems And Incident Management Processes.
4. Strong Analytical Skills For Root Cause Analysis And Problem-Solving.
5. Excellent Communication Skills To Effectively Interact With Customers And Team Members.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable For This Role.
2. Relevant Nutanix Or Vmware Certifications Are Recommended To Enhance Technical Expertise