Job Summary

The Sr. Administrator in Support & Operations plays a crucial role in delivering advanced technical support and operational excellence in IaC and Terraform environments. This position is vital for troubleshooting complex incidents, conducting root cause analysis, and implementing effective solutions, ultimately ensuring customer satisfaction and adherence to quality standards.

Key Responsibilities

1. Provide Advanced Technical Support By Utilizing Terraform And Azure Iaas/Paas To Troubleshoot Complex Incidents, Ensuring Timely Resolution And Adherence To Service Level Agreements.
2. Conduct Thorough Root Cause Analysis For Escalated Incidents, Implementing Robust Solutions To Address Technical And Security Issues Within Azure Kubernetes Environments.
3. Facilitate Knowledge Management By Updating And Maintaining The Knowledge Base, Contributing To Continuous Improvement Processes, And Providing Training And Coaching To Junior Analysts.
4. Resolve Complex Support Tickets By Collaborating With Cross-Functional Teams, Ensuring Seamless Operations And Reinforcing The Organization'S Security Posture.
5. Enhance Customer Experience And Satisfaction Through Effective First Call Resolution Strategies, Minimizing Rejected Resolutions And Re-Opened Cases While Proactively Mitigating Potential Security Threats.

Skill Requirements

1. Proficiency In Infrastructure As Code (Iac) Using Terraform.
2. Strong Knowledge Of Azure Iaas And Paas Services.
3. Experience With Azure Kubernetes Service (Aks) For Container Orchestration.
4. Familiarity With Incident Management Processes And Root Cause Analysis Methodologies.
5. Excellent Problem-Solving Skills And Ability To Work Collaboratively In A Team Environment.

Other Requirements

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