Job Summary

The Sr. Administrator for Support & Operations plays a critical role in delivering advanced technical support and ensuring operational excellence within the organization. This position focuses on troubleshooting complex issues related to IBM Security Identity Manager (ISIM) and IBM Tivoli, with an emphasis on root cause analysis and continuous improvement to enhance customer satisfaction.

Key Responsibilities

1. Adhere To Quality Standards, Regulatory Requirements, And Company Policies While Providing Technical Support For Ibm Security Identity Manager (Isim) And Ibm Tivoli, Ensuring Compliance And Operational Integrity.
2. Provide Advanced Troubleshooting And Resolution For Complex Incidents Escalated By Analysts, Conducting Thorough Root Cause Analysis And Implementing Effective Solutions To Address Technical And Security Issues.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training And Mentoring New Team Members, And Coaching Analysts To Enhance Overall Team Performance.
4. Resolve Complex Tickets Within Agreed Service Level Agreements (Slas) By Collaborating With Other Support Teams To Ensure Seamless Operations And Maintain A Strong Security Posture.
5. Foster A Positive Customer Experience And Improve Customer Satisfaction (Csat) By Achieving First Call Resolution, Minimizing Rejected Resolutions/Reopened Cases, And Proactively Mitigating Potential Security Threats.

Skill Requirements

1. Proficient In Ibm Security Identity Manager (Isim) And Ibm Tivoli Nms.
2. Strong Analytical And Problem-Solving Skills With A Focus On Root Cause Analysis.
3. Excellent Communication And Interpersonal Skills To Engage With Customers And Team Members Effectively.
4. Solid Understanding Of Itil Principles And Service Management Practices.

Other Requirements

1. Relevant Certifications Such As Ibm Security Identity Manager (Isim) Certification Is Optional But Valuable.
2. Itil Foundation Certification Is Recommended To Enhance Service Management Knowledge