Job Summary

The Sr. Administrator for Support & Operations plays a vital role in delivering advanced technical support for Websphere Application Server and BEA WebLogic. This position is essential for troubleshooting complex incidents, performing root cause analyses, and ensuring operational excellence while enhancing customer satisfaction through effective resolution strategies.

Key Responsibilities

1. Provide Advanced Technical Support For Websphere Application Server And Bea Weblogic By Diagnosing And Resolving Complex Incidents, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Conduct Thorough Root Cause Analysis For Escalated Technical Issues, Implementing Effective Solutions To Resolve Both Technical And Security Challenges.
3. Lead Value-Added Initiatives Such As Updating And Managing The Knowledge Base, Conducting Training Sessions For New Team Members, And Coaching Analysts To Enhance Team Capabilities.
4. Resolve Complex Support Tickets Within Agreed Slas, Collaborating With Cross-Functional Teams To Ensure Seamless Operations And Maintain A Robust Security Posture.
5. Enhance Customer Experience And Satisfaction By Achieving First Call Resolution, Minimizing Rejected Resolutions And Case Reopenings, While Proactively Mitigating Potential Security Threats.

Skill Requirements

1. In-Depth Knowledge Of Websphere Application Server And Bea Weblogic.
2. Strong Troubleshooting And Problem-Solving Skills In Support Operations.
3. Familiarity With Itil Principles And Incident Management Processes.
4. Excellent Communication Skills For Effective Interaction With Customers And Team Members.

Other Requirements

1. Optional But Valuable: Oracle Weblogic Server 12C Certification.
2. Optional But Valuable: Itil Foundation Certification