Job Summary

The Senior Administrator for Support & Operations plays a critical role in delivering advanced technical support and operational excellence. This position is vital for troubleshooting complex incidents, performing root cause analysis, and ensuring customer satisfaction through effective resolution strategies. The Senior Administrator will leverage their expertise in JBoss and Tomcat to enhance system performance and security, contributing to the overall success of support operations.

Key Responsibilities

1. Provide Advanced Technical Support By Troubleshooting Complex Incidents In Jboss And Tomcat, Ensuring Timely Resolution And Adherence To Quality Standards And Regulatory Requirements.
2. Conduct Root Cause Analysis For Escalated Incidents, Implementing Effective Solutions To Address Technical And Security Challenges, Thereby Improving System Reliability.
3. Manage And Update The Knowledge Base To Facilitate Continuous Learning, While Also Training And Coaching Junior Analysts To Enhance Team Capabilities And Performance.
4. Resolve Complex Support Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams, Ensuring Seamless Operations And Robust Security Posture.
5. Enhance Customer Experience And Satisfaction Through First Call Resolution Strategies, Minimizing Rejected Resolutions And Re-Open Cases While Actively Mitigating Security Threats.

Skill Requirements

1. Advanced Proficiency In Jboss And Tomcat Administration.
2. Strong Understanding Of Web Application Server Management And Troubleshooting.
3. In-Depth Knowledge Of Incident Management Processes And Root Cause Analysis Techniques.
4. Familiarity With Security Best Practices Related To Application Servers.
5. Excellent Communication And Customer Service Skills.

Other Requirements

1. Optional But Valuable Certifications: Red Hat Certified Specialist In Jboss Application Administration, Oracle Certified Professional, Java Ee 7 Application Developer