Job Summary

The Senior Administrator for Support and Operations plays a crucial role in delivering advanced technical support and operational excellence. This position focuses on troubleshooting complex incidents, conducting root cause analysis, and ensuring customer satisfaction through effective resolution strategies. The role is pivotal in maintaining the organization's security posture and enhancing operational efficiency.

Key Responsibilities

1. Provide Advanced Technical Support By Utilizing Bmc Control M To Manage Job Scheduling And Automation Processes, Ensuring Timely Execution Of Critical Operations.
2. Troubleshoot And Resolve Complex Incidents Escalated By Analysts, Employing Powershell Scripting To Automate Solutions And Enhance System Efficiency.
3. Conduct Root Cause Analysis On Recurring Issues, Implementing Solutions To Prevent Future Occurrences And Ensuring Compliance With Quality Standards And Regulatory Requirements.
4. Update And Manage The Knowledge Base To Facilitate Continuous Learning And Training For New Team Members, Enhancing Overall Team Competency.
5. Collaborate With Cross-Functional Support Teams To Resolve Complex Tickets Within Agreed Slas, Ensuring A Seamless Operational Workflow And Maintaining A Strong Security Posture.
6. Drive Initiatives That Enhance Customer Experience And Csat By Achieving First Call Resolution And Minimizing Case Reopens Through Effective Communication And Problem-Solving Skills.

Skill Requirements

1. In-Depth Knowledge Of Bmc Control M For Job Scheduling And Automation.
2. Strong Proficiency In Powershell Scripting For System Management And Automation.
3. Solid Understanding Of Technical Support Processes And Incident Management.
4. Familiarity With Security Best Practices And Compliance Standards.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable For This Role.
2. Bmc Control M And Powershell Certifications Are Beneficial But Not Mandatory