Job Summary

The Senior Administrator in Support & Operations plays a crucial role in providing advanced technical support and operational excellence. This position is responsible for troubleshooting complex incidents, conducting root cause analyses, and ensuring the highest levels of customer satisfaction through effective resolution of technical issues. By adhering to quality standards and collaborating with cross-functional teams, the Senior Administrator contributes to a secure and efficient operational environment.

Key Responsibilities

1. Provide Advanced Technical Support For Ibm Ds Series And Ibm Ess Series By Troubleshooting Complex Incidents And Implementing Effective Solutions To Resolve Technical And Security Issues.
2. Conduct Detailed Root Cause Analyses For Escalated Incidents, Ensuring That Resolutions Adhere To Quality Standards And Regulatory Requirements.
3. Engage In Knowledge Base Update And Management, Contributing To The Continuous Improvement Of Support Processes And Documentation.
4. Mentor And Coach Junior Analysts, Enhancing Their Skills And Enabling Them To Handle Support Queries Effectively.
5. Resolve Complex Tickets Within Agreed Slas, Collaborating With Other Support Teams To Ensure Seamless Operations And Enhance Overall Security Posture.
6. Drive Positive Customer Experiences By Achieving High First Call Resolution Rates And Minimizing Case Reopens, While Proactively Mitigating Potential Security Threats.

Skill Requirements

1. Proficient In Ibm Ds Series And Ibm Ess Series Technologies.
2. Strong Knowledge Of Troubleshooting Methodologies And Root Cause Analysis Techniques.
3. Familiarity With Incident Management Processes And Service Level Agreements (Slas).
4. Experience In Knowledge Management And Training Support Personnel.
5. Solid Understanding Of Security Best Practices Related To Storage Systems.

Other Requirements

1. Ibm Certified Administrator In Ibm Ds Series Or Ibm Ess Series (Optional But Valuable)