Job Summary

The Sr. Support Ops Administrator plays a crucial role in delivering advanced technical support and operational excellence. By leveraging expertise in EMC Avamar and EMC Legato, this position ensures effective troubleshooting, root cause analysis, and the implementation of solutions that enhance customer satisfaction and maintain a robust security posture.

Key Responsibilities

1. Provide Advanced Technical Support And Solutions By Utilizing Emc Avamar And Emc Legato For Complex Incidents, Performing Thorough Root Cause Analysis To Resolve Technical And Security Issues Effectively.
2. Collaborate With Analysts To Ensure Adherence To Quality Standards And Regulatory Requirements While Managing Escalated Incidents, Ensuring Compliance With Company Policies.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Team Performance.
4. Resolve Complex Support Tickets Within Agreed Slas By Coordinating With Cross-Functional Support Teams To Ensure Seamless Operations And Strengthen The Security Posture.
5. Drive Positive Customer Experiences By Achieving First Call Resolution, Minimizing Rejected Resolutions And Reopen Cases, While Actively Mitigating Security Threats.

Skill Requirements

1. Strong Proficiency In Emc Avamar And Emc Legato.
2. Solid Understanding Of Technical Support Processes And Incident Management.
3. Excellent Analytical And Troubleshooting Skills For Complex Technical Issues.
4. Familiarity With Security Best Practices And Compliance Regulations.
5. Proficient In Knowledge Management And Training Methodologies.

Other Requirements

1. Optional But Valuable: Emc Certification For Avamar And Legato