Job Summary

The Senior Administrator in Support and Operations plays a crucial role in delivering advanced technical support and ensuring operational excellence. This position is responsible for troubleshooting complex issues, conducting root cause analysis, and implementing effective solutions to enhance customer satisfaction and maintain security compliance.

Key Responsibilities

1. Provide Advanced Technical Support By Utilizing Ansible And Terraform To Automate And Streamline Operational Processes, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Troubleshoot And Resolve Complex Incidents Escalated By Analysts, Performing Root Cause Analysis And Implementing Solutions To Technical And Security Issues Using Git And Jenkins Tools.
3. Participate In Knowledge Base Update And Management Initiatives, Creating Documentation And Training Materials, While Mentoring Junior Analysts To Foster A Culture Of Continuous Improvement.
4. Manage And Resolve Complex Support Tickets Within Agreed Slas, Collaborating With Cross-Functional Teams To Ensure Seamless Operations And Maintain A Robust Security Posture.
5. Enhance Customer Experience And Achieve High Csat Scores By Ensuring First Call Resolution, Minimizing Rejected Resolutions Or Reopened Cases, And Proactively Identifying And Mitigating Potential Security Threats.

Skill Requirements

1. Advanced Proficiency In Ansible And Terraform For Automation And Infrastructure Management.
2. Solid Understanding Of Git, Github, And Jenkins For Version Control And Continuous Integration/Continuous Deployment (Ci/Cd) Processes.
3. Strong Troubleshooting Skills With The Ability To Perform Root Cause Analysis On Complex Technical Issues.
4. Familiarity With Cloud Technologies And Their Integration Into Support Operations.

Other Requirements

1. Optional But Valuable Certifications: Hashicorp Certified: Terraform Associate, Red Hat Certified Specialist In Ansible Automation