Job Summary

The Sr. Support Ops Administrator plays a critical role in delivering advanced technical support and operational excellence. This position is responsible for troubleshooting complex incidents, conducting root cause analysis, and implementing effective solutions that enhance customer satisfaction and security. By leveraging expertise in Terraform and Python, the administrator will contribute to maintaining high-quality standards and continuous process improvement within the support team.

Key Responsibilities

1. Provide Advanced Technical Support By Utilizing Terraform And Python To Automate Infrastructure Deployment And Management, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Perform Root Cause Analysis On Complex Incidents Escalated By Analysts, Implementing Effective Solutions To Resolve Technical And Security Issues Within Agreed Slas.
3. Contribute To Knowledge Base Management By Documenting Solutions And Best Practices, And Deliver Training To New Team Members To Enhance Team Capability And Performance.
4. Collaborate With Cross-Functional Support Teams To Resolve Complex Tickets, Ensuring Seamless Operations And A Robust Security Posture Through Effective Communication And Sharing Of Expertise.
5. Drive Positive Customer Experiences By Achieving First Call Resolution, Minimizing Rejected Resolutions, And Proactively Addressing Potential Security Threats.

Skill Requirements

1. Proficiency In Terraform For Infrastructure Automation And Management.
2. Strong Programming Skills In Python For Scripting And Tool Development.
3. Familiarity With Git And Github For Version Control And Collaboration.
4. Experience With Cloud Build For Ci/Cd Pipeline Management.
5. Knowledge Of Ansible For Configuration Management And Deployment Automation.

Other Requirements

1. Optional But Valuable Certifications: Hashicorp Certified: Terraform Associate, Python Institute Certified Entry-Level Python Programmer (Pcep)