Job Summary

The Sr. Administrator for Support & Operations plays a critical role in delivering advanced technical support for IBM QRADAR implementations. This position is essential for troubleshooting complex security incidents, performing root cause analyses, and ensuring compliance with quality standards. The role emphasizes enhancing customer satisfaction through effective issue resolution and operational excellence.

Key Responsibilities

1. Implement And Manage Ibm Qradar To Ensure Optimal Performance And Adherence To Quality Standards, Regulatory Requirements, And Company Policies.
2. Provide Expert-Level Support For Complex Incidents Escalated By Analysts, Conducting Thorough Root Cause Analyses And Developing Effective Solutions To Address Technical And Security Issues.
3. Lead Value-Adding Initiatives Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Team Competencies.
4. Resolve Complex Support Tickets Within Agreed Slas, Collaborating With Cross-Functional Support Teams To Maintain Seamless Operations And Strengthen Security Posture.
5. Drive Customer Satisfaction By Achieving First Call Resolution, Minimizing Rejected Resolutions And Case Reopenings, While Proactively Mitigating Potential Security Threats.

Skill Requirements

1. In-Depth Expertise In Ibm Qradar And Siem Solutions
2. Strong Problem-Solving Abilities And Analytical Skills
3. Proficiency In Technical Troubleshooting And Incident Management
4. Excellent Communication Skills For Effective Collaboration And Customer Interaction
5. Familiarity With Security Protocols And Regulatory Compliance

Other Requirements

1. Optional But Valuable Certifications: Ibm Qradar Certified Administrator, Certified Information Systems Security Professional (Cissp