Job Summary

The Senior Administrator in Support & Operations plays a vital role in delivering advanced technical support for Okta and CyberArk PAM solutions. This position is responsible for troubleshooting complex incidents, performing root cause analysis, and implementing effective solutions to enhance customer satisfaction and maintain a robust security posture within the organization.

Key Responsibilities

1. Provide Advanced Technical Support For Okta And Cyberark Pam Tools, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Resolve Complex Incidents Escalated By Analysts, Performing Thorough Root Cause Analysis And Implementing Effective Solutions To Address Technical And Security Issues.
3. Engage In Value-Adding Activities Such As Updating And Managing Knowledge Bases, Training New Team Members, And Coaching Analysts To Enhance Team Performance.
4. Manage And Resolve Complex Tickets Within Agreed Slas, Collaborating With Cross-Functional Support Teams To Ensure Seamless Operations And Maintain A Strong Security Posture.
5. Foster A Positive Customer Experience By Achieving First Call Resolution, Minimizing Rejected Resolutions, And Effectively Addressing Security Threats To Enhance Overall Customer Satisfaction (Csat).

Skill Requirements

1. Proficiency In Okta Identity Management And Cyberark Pam Solutions, Including Vault, Pvwa, Cpm, And Psm.
2. Strong Troubleshooting Skills And The Ability To Perform Root Cause Analysis On Complex Technical Issues.
3. Excellent Communication Skills To Facilitate Training And Coaching Of Team Members.
4. Solid Understanding Of Security Best Practices And Compliance Regulations In Support Operations.

Other Requirements

1. Optional But Valuable Certifications: Okta Certified Administrator, Cyberark Certified Trustee