Job Summary

The Senior Administrator in Support & Operations plays a crucial role in delivering advanced technical support and troubleshooting for complex incidents. This position focuses on ensuring compliance with quality standards and regulatory requirements while enhancing customer satisfaction through effective resolutions and proactive measures.

Key Responsibilities

1. Adhere To Quality Standards, Regulatory Requirements, And Company Policies While Managing Sox Itgcs And Sap Security Protocols To Ensure Compliance And Security Integrity.
2. Provide Advanced Support For Complex Incidents Escalated By Analysts, Conducting Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues Related To Grc And Gdpr Frameworks.
3. Facilitate Value-Adding Activities, Including Knowledge Base Updates And Management, While Training And Coaching Analysts To Enhance Team Capabilities And Operational Efficiency.
4. Resolve Complex Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams, Ensuring Seamless Operations, And Maintaining A Strong Security Posture.
5. Ensure A Positive Customer Experience And Achieve High Customer Satisfaction (Csat) Scores Through Effective First Call Resolution And Minimizing Rejected Resolutions Or Reopened Cases While Mitigating Potential Security Threats.

Skill Requirements

1. Proficient In Sox Itgcs, Sap Security, And Grc.
2. Strong Understanding Of Gdpr Compliance And Data Protection Principles.
3. Excellent Troubleshooting And Root Cause Analysis Skills.
4. Effective Communication And Collaboration Abilities.
5. Basic Knowledge Of Knowledge Management Practices And Training Methodologies.

Other Requirements

1. Optional But Valuable Certifications: Certified Information Systems Auditor (Cisa), Certified In Risk And Information Systems Control (Crisc), Sap Certified Technology Associate