Job Summary

The Sr BIGFIX Administrator plays a crucial role in providing advanced technical support and operational excellence within the Support & Operations team. This position is responsible for troubleshooting complex incidents, conducting root cause analyses, and implementing effective solutions to ensure high levels of customer satisfaction and security.

Key Responsibilities

1. Deliver Advanced Technical Support For Complex Bigfix Incidents By Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues.
2. Collaborate With Cross-Functional Support Teams To Resolve Escalated Tickets Within Agreed Slas, Ensuring Seamless Operations And Maintaining A Robust Security Posture.
3. Conduct Knowledge Base Updates And Management To Enhance Team Efficiency While Providing Training And Coaching To New Analysts.
4. Adhere To Quality Standards, Regulatory Requirements, And Company Policies, Ensuring Consistent Delivery Of High-Quality Support Services.
5. Focus On Improving Customer Experience And Csat By Striving For First Call Resolution And Minimizing Rejected Resolutions Or Reopened Cases While Proactively Addressing Potential Security Threats.

Skill Requirements

1. In-Depth Knowledge Of Bigfix And Its Functionalities.
2. Strong Troubleshooting Skills With The Ability To Analyze And Resolve Complex Technical Issues.
3. Solid Understanding Of It Security Protocols And Best Practices.
4. Excellent Communication And Interpersonal Skills For Effective Collaboration With Support Teams And Customers.
5. Familiarity With Incident Management And Service Level Agreements (Slas).

Other Requirements

1. Optional But Valuable Certifications: Ibm Certified Deployment Professional Ibm Bigfix V10.0.
2. Itil Foundation Certification