Job Summary

The Sr. Support Administrator plays a crucial role in delivering advanced technical support and operational excellence within the Support & Operations team. This position is responsible for troubleshooting complex incidents, performing root cause analysis, and implementing effective solutions to enhance customer satisfaction and ensure compliance with quality standards and security protocols.

Key Responsibilities

1. Provide Advanced Technical Support By Utilizing Power Bi And Powershell To Analyze Complex Incidents, Perform Root Cause Analysis, And Implement Effective Solutions To Enhance System Performance And Security.
2. Develop And Maintain Troubleshooting Scripts And Automation Tools Using Powershell To Streamline Incident Resolution Processes And Improve Operational Efficiency.
3. Design And Create Interactive Dashboards And Reports Using Power Bi To Visualize Key Performance Metrics And Support Data-Driven Decision-Making.
4. Collaborate With Cross-Functional Support Teams To Resolve Complex Tickets Within Agreed Slas, Ensuring Seamless Operations And A Robust Security Posture.
5. Lead Knowledge Management Initiatives By Updating And Maintaining The Knowledge Base, Facilitating Training Sessions For New Team Members, And Coaching Analysts To Enhance Their Technical Capabilities.
6. Monitor Customer Feedback And Csat Metrics To Identify Areas For Improvement, Ensuring A Positive Customer Experience Through First Call Resolution And Minimizing Case Reopens.

Skill Requirements

1. Proficient In Power Bi For Data Visualization And Reporting.
2. Strong Command Of Powershell For Automation And Scripting Tasks.
3. Familiarity With Python For Data Analysis And Process Automation.
4. Solid Understanding Of Incident Management And Root Cause Analysis Methodologies.
5. Excellent Problem-Solving Skills And Ability To Work Collaboratively In A Team Environment.

Other Requirements

Key Technical Skills:

• Advanced PowerBI Visualisation or equivalent (2 years)
• Database or platform experience in tools such as Databricks or equivalent (2 years)
• Applied experience in Python & SQL (2 years)
• Optimising costs on exceedingly large queries + cluster management

Soft Skills:

• Independent Self Starter, managing your own work and workstreams
• Strong stakeholder management skills with the ability to translate analytics requirements into reports
• Proactive Attitude in handling multiple workstreams
• Experience with working in a cross functional teams varying from waterfall and Agile
• Experience working in the Software Development Cycle

Nice to have Skills:

• Adobe Analytics or Web-based Analytics Tools experience
• Experience in working in Federated Data Platform or Palantir Foundry
• Exposure to Data Lake functionality and architecture (strong relational database skills would be a Good alternative)
• Experience in working in Generative AI projects
• Experience in working in Healthcare or digital applications