Job Summary

The Sr. Administrator for Support & Operations plays a critical role in enhancing customer satisfaction by providing advanced technical support and troubleshooting for Azure IaaS and Windows environments. This role involves in-depth root cause analysis and proactive problem resolution, ensuring compliance with quality standards and regulatory requirements while fostering a collaborative and efficient operational atmosphere.

Key Responsibilities

1. Provide Advanced Technical Support For Azure Iaas And Windows Environments By Troubleshooting Complex Incidents, Conducting Root Cause Analysis, And Implementing Effective Solutions To Resolve Technical And Security Issues.
2. Collaborate With Cross-Functional Teams To Ensure Seamless Operations And Uphold Security Posture By Resolving Complex Tickets Within Agreed Slas And Adhering To Company Policies.
3. Contribute To Knowledge Management By Updating And Managing The Knowledge Base, Facilitating Training Sessions For New Staff, And Coaching Analysts To Enhance Team Performance.
4. Drive Initiatives Aimed At Improving Customer Experience And Csat By Achieving First Call Resolution, Minimizing Case Rejections And Reopens, And Proactively Mitigating Potential Security Threats.
5. Ensure Compliance With Quality Standards And Regulatory Requirements While Executing Support Functions, Continuously Seeking Ways To Enhance Operational Effectiveness.

Skill Requirements

1. Proficient In Azure Iaas Services And Windows Server Management.
2. Strong Understanding Of Terraform For Infrastructure Automation.
3. Excellent Troubleshooting And Problem-Solving Skills In A Technical Support Environment.
4. Familiarity With Incident Management Processes And Slas.
5. Strong Communication Skills For Effective Collaboration With Technical Teams And Customers.

Other Requirements

1. Optional But Valuable: Microsoft Certified: Azure Administrator Associate.
2. Optional But Valuable: Hashicorp Certified: Terraform Associate