Job Summary

The Senior Administrator in Support & Operations plays a crucial role in delivering advanced technical support and operational excellence. This position is responsible for troubleshooting complex issues, conducting root cause analyses, and enhancing customer satisfaction through effective resolution of incidents. The role emphasizes adherence to quality standards and continuous improvement in support processes.

Key Responsibilities

1. Provide Expert Technical Support By Utilizing Kafka For Real-Time Data Streaming And Performance Monitoring, Ensuring Successful Incident Resolution And Adherence To Quality Standards.
2. Perform Root Cause Analysis For Complex Incidents Using Powershell Scripting To Automate Troubleshooting Processes, Enhancing Efficiency And Resolution Times.
3. Contribute To Knowledge Management Initiatives By Creating And Updating Documentation, And Training New Team Members On Kafka And Powershell Best Practices.
4. Manage And Resolve Complex Support Tickets Within Agreed Slas, Collaborating With Cross-Functional Teams To Maintain An Optimal Security Posture And Operational Continuity.
5. Drive Customer Satisfaction By Achieving First Call Resolution Through Effective Communication, Minimizing Case Reopens, And Proactively Addressing Potential Security Threats.

Skill Requirements

1. In-Depth Proficiency In Kafka For Managing Data Streams And Enhancing System Performance.
2. Solid Understanding Of Powershell For Automating Administrative Tasks And Troubleshooting.
3. Familiarity With Python For Scripting And Enhancing Operational Workflows.
4. Strong Analytical Skills For Conducting Root Cause Analyses And Implementing Effective Solutions.

Other Requirements

1. Optional But Valuable Certifications: Apache Kafka Certification, Microsoft Certified: Powershell Fundamentals