Job Summary

The Senior Support Administrator plays a critical role in providing advanced technical support and operational excellence within the Support & Operations team. This position is vital for ensuring the reliability and security of messaging systems, primarily focusing on RabbitMQ and IBM MQ. The role is centered around troubleshooting complex incidents, performing root cause analyses, and implementing effective solutions to enhance customer satisfaction and uphold the highest quality standards.

Key Responsibilities

1. Provide Advanced Technical Support For Rabbitmq And Ibm Mq By Troubleshooting Complex Incidents And Implementing Solutions That Adhere To Quality Standards And Regulatory Requirements.
2. Conduct Root Cause Analysis On Escalated Incidents, Ensuring The Timely Resolution Of Technical And Security Issues While Maintaining The Agreed Service Level Agreements (Slas).
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Team Performance.
4. Collaborate With Cross-Functional Support Teams To Resolve Complex Tickets, Ensuring Seamless Operations And A Robust Security Posture.
5. Drive Customer Satisfaction By Ensuring A Positive Experience Through First Call Resolution, Minimizing Rejected Resolutions, And Proactively Mitigating Security Threats.

Skill Requirements

1. In-Depth Knowledge Of Rabbitmq And Ibm Mq Technologies.
2. Strong Troubleshooting And Analytical Skills For Resolving Complex Incidents.
3. Familiarity With Quality Standards, Regulatory Requirements, And Company Policies.
4. Excellent Communication Skills For Effective Collaboration And Customer Interaction.
5. Ability To Manage Knowledge Base Updates And Conduct Training Sessions.

Other Requirements

1. Optional But Valuable Certifications: Rabbitmq Certified Developer, Ibm Mq Fundamentals Certification