Job Summary

The Senior Administrator for Support & Operations plays a crucial role in delivering advanced technical support and operational excellence. This position focuses on troubleshooting complex incidents, performing root cause analyses, and implementing effective solutions to enhance customer satisfaction and ensure seamless operations within the organization.

Key Responsibilities

1. Provide Advanced Technical Support By Troubleshooting Complex Incidents Related To Cisco Switch Environments, Ensuring Compliance With Quality Standards And Regulatory Requirements.
2. Perform Root Cause Analysis For Escalated Incidents, Implementing Effective Solutions To Resolve Technical And Security Issues In A Timely Manner.
3. Engage In Value-Added Activities Such As Updating And Managing The Knowledge Base, Conducting Training Sessions For Newcomers, And Coaching Analysts To Enhance Team Capabilities.
4. Resolve Complex Support Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams, Ensuring Continuous Operational Efficiency And Robust Security Posture.
5. Drive Customer Satisfaction Metrics By Ensuring First Call Resolution, Minimizing Rejected Resolutions, And Effectively Addressing Security Threats To Maintain A Positive Customer Experience.

Skill Requirements

1. Solid Expertise In Cisco Switch Configuration And Troubleshooting
2. In-Depth Knowledge Of Ibm Flash System Storage And Its Operational Management
3. Strong Analytical Skills For Root Cause Analysis And Problem Resolution
4. Familiarity With It Service Management (Itsm) Tools And Practices
5. Excellent Communication And Interpersonal Skills For Customer Engagement And Team Collaboration

Other Requirements

1. Optional But Valuable Certifications: Cisco Certified Network Associate (Ccna), Cisco Certified Network Professional (Ccnp), Or Relevant Ibm Certifications