Job Summary

The Senior Administrator in Support & Operations plays a pivotal role in delivering advanced technical support and operational excellence. This position focuses on troubleshooting complex incidents, conducting root cause analysis, and implementing effective solutions. By ensuring compliance with quality standards and enhancing customer satisfaction, the Senior Administrator contributes significantly to the organization's service delivery and security posture.

Key Responsibilities

1. Provide Advanced Technical Support For Complex Incidents Using Aws, Terraform, And Ansible, Ensuring Timely Resolution And Adherence To Quality Standards.
2. Conduct Thorough Root Cause Analysis For Escalated Issues, Leveraging Python And Aws Cloud Formation To Implement Effective Solutions And Enhance System Reliability.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts On Best Practices In Support Operations.
4. Resolve Complex Support Tickets Within Agreed Slas By Collaborating With Cross-Functional Teams, Ensuring A Seamless Operational Workflow And Robust Security Posture.
5. Foster Positive Customer Experiences And Achieve High Csat Scores By Driving First Call Resolution And Minimizing Case Reopens Through Proactive Issue Mitigation And Security Threat Management.

Skill Requirements

1. In-Depth Proficiency In Infrastructure As Code (Iac) Using Terraform And Aws.
2. Solid Experience With Aws Services And Paas Solutions.
3. Proficient In Scripting With Python And Automation With Ansible.
4. Strong Understanding Of Cloud Formation And Support Operations Best Practices.
5. Excellent Analytical And Problem-Solving Skills, With A Focus On Customer Satisfaction.

Other Requirements

1. Optional But Valuable Certifications: Aws Certified Solutions Architect, Hashicorp Certified: Terraform Associate, Or Relevant Itil Certifications