Job Summary

The Sr. Administrator in Support & Operations plays a crucial role in delivering advanced technical support for SIP and third-party integrations. This position is integral to ensuring operational excellence and customer satisfaction through effective troubleshooting, root cause analysis, and proactive support measures. The ideal candidate will leverage their expertise to enhance the overall service quality and security posture.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Sip And Third-Party Integrations To Maintain Compliance And Improve Service Delivery.
2. Provide Advanced Technical Support For Complex Incidents Related To Sip And Third-Party Integrations, Performing Thorough Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues.
3. Develop And Maintain A Comprehensive Knowledge Base By Documenting Solutions And Contributing To Knowledge Management Initiatives, Enhancing Team Efficiency And Training New Analysts.
4. Resolve Complex Support Tickets Within Agreed Slas By Collaborating With Cross-Functional Teams, Ensuring Seamless Operations And A Robust Security Posture Through Effective Communication And Coordination.
5. Enhance Customer Experience And Satisfaction (Csat) By Achieving First Call Resolution Rates, Minimizing Rejected Resolutions, And Proactively Addressing Potential Security Threats.

Skill Requirements

1. Advanced Proficiency In Sip Protocols And Third-Party Integration Technologies.
2. Strong Analytical Skills For Root Cause Analysis And Problem Resolution.
3. Excellent Communication Skills To Facilitate Collaboration Across Teams.
4. Familiarity With Quality Standards And Regulatory Compliance In A Support Environment.

Other Requirements

1. Optional But Valuable Certifications: Sip School Certified Associate (Ssca), Itil Foundation Certification