Job Summary

The Sr Administrator in Support & Operations plays a critical role in delivering advanced technical support and ensuring operational excellence. This position involves troubleshooting complex incidents and performing root cause analysis, directly impacting customer satisfaction and the organization's security posture.

Key Responsibilities

1. Adhere To Quality Standards, Regulatory Requirements, And Company Policies While Utilizing Qualys And Soc Tools To Maintain Compliance And Enhance Operational Effectiveness.
2. Provide Advanced Support For Complex Incidents Escalated By Analysts, Leveraging Qualys For Vulnerability Management And Soc Tools For Security Incident Response, Ensuring Timely Resolution Of Technical And Security Issues.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Mentoring And Training New Hires, And Coaching Analysts To Enhance Team Capabilities And Knowledge Sharing.
4. Resolve Complex Support Tickets Within Agreed Slas By Collaborating With Cross-Functional Teams, Ensuring Seamless Operations And A Robust Security Posture Through Effective Use Of Qualys And Soc Methodologies.
5. Ensure Positive Customer Experiences And High Csat Scores By Achieving First Call Resolution, Minimizing Rejected Resolutions And Case Reopens, And Proactively Addressing Potential Security Threats.

Skill Requirements

1. Proficiency In Qualys For Vulnerability Scanning And Management.
2. Solid Understanding Of Security Operations Center (Soc) Processes And Tools.
3. Strong Analytical And Troubleshooting Skills For Incident Resolution.
4. Familiarity With Customer Service Principles And Practices.

Other Requirements

1. Optional But Valuable: Qualys Certification, Soc Analyst Certification